Call Center Analyst

DecisionPoint seeks a Call Center Analyst to provide front-line IT service desk and call center support for the Cybersecurity and Infrastructure Security Agency (CISA) Technical Operations Center (TOC). The Call Center Analyst will serve as the first point of contact for customers, handling incidents, requests, and inquiries while ensuring that resolutions align with established Service Level Agreements (SLAs). This position requires strong communication and problem-solving skills to provide professional, efficient, and effective customer service in support of mission-critical operations.

This position is fully on-site at the following location:

• 1000 Chiefs Way, Pensacola FL 32511

• Answer and respond to inbound calls, emails, and service requests from users regarding IT systems and applications.
• Record, triage, and escalate incidents and service requests within the ticketing system.
• Troubleshoot and resolve common hardware, software, and access-related issues in accordance with documented procedures.
• Track open tickets to ensure timely updates and resolutions, escalating when service targets are at risk.
• Provide clear communication to users regarding incident status, expected timelines, and resolution steps.
• Support reporting by maintaining accurate and complete documentation of all calls, incidents, and service requests.
• Collaborate with Tier 2 and Tier 3 support teams for escalated issues and ensure proper knowledge transfer.
• Contribute to continuous improvement of service desk processes by identifying recurring issues and recommending updates to knowledge articles and SOPs.
• Ensure service delivery performance aligns with SLAs and quality standards.

• Must be able to obtain and maintain a favorable suitability determination (Public Trust background investigation). 
• Minimum of 3 years providing IT service desk or call center support.
• Bachelor’s degree in Computer Science, Information Technology, or a related field (additional experience may be substituted in lieu of degree).
• Certifications: ITIL 4 certification preferred; HDI Customer Service Representative (HDI-CSR) certification desirable.
• Technical Knowledge: Familiarity with service desk ticketing systems, Active Directory, Microsoft Office, and remote troubleshooting tools.
• Strong customer service, communication, and problem-solving skills; ability to work effectively in a high-volume, fast-paced environment.

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.