Service Desk Technician (Evening Shift)

DecisionPoint is seeking an experienced Service Desk Technician (Evening Shift) to join our team supporting the Department of Homeland Security (DHS) Cybersecurity and Infrastructure Security Agency (CISA) Technology Operations Center (TOC) in Arlington, Virginia. This role is largely responsible for providing operational support services to the CISA organization end users. We are looking to fill a need to have a highly competent and highly motivated individual in this role.

This position is fully remote evening shift position. 

• Provide remote computer support.
• Owning, tracking and resolving Information Technology (IT) incidents and requests.
• Fulfilling requests and resolving incidents on a daily basis to ensure service-related issues are identified and resolved within established Service Level Objectives (SLO’s).
• Create, document, and maintain support tickets in the ticketing system, ensuring accuracy in details, classification, and status.
• Responding to alerts and escalations and working with both end user and IT support groups to develop strategic solutions to recurring problems.
• Providing Tier I basic troubleshooting support.
• Providing knowledgeable support for IT incidents by utilizing the Tier 1 Knowledge Base, Standard Operating Procedures (SOP’s), the Information Technology Infrastructure Library (ITIL), and Subject Matter Experts (SME) along with troubleshooting techniques to provide the appropriate actions.
• Placing/Tracking trouble tickets to other CISA support groups.
• Creating, modifying, or deactivating user accounts.
• Developing and maintaining operational & knowledge management documentation in the Service Desk Tier 1 document management system.
• Responding to all assigned calls and messages in order of priority and severity.
• Serve as the contact for users via phone or email for all IT-related inquiries and incidents.
• Identify and escalate more complex or unresolved issues to the appropriate Tier 2 or Tier 3 support teams, providing them with all necessary information.
• Provide a high level of customer service, maintaining a professional and courteous attitude to ensure user satisfaction and a positive perception of the IT department.

• Must possess or be able to complete Department of Homeland Security Public Trust Investigation (Tier 1).
• High School Diploma with a minimum of 1 year of relevant experience.
• Possess excellent verbal and written communication skills.
• A proven track record of providing exceptional customer service.

• 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.