Help Desk Specialist Junior Tier 1

DecisionPoint is hiring a Junior Help Desk Specialist to provide first-contact support for authorized users of the Defense Casualty Information Processing System (DCIPS) Future. You will troubleshoot common issues, document requests, and refer unresolved problems to the appropriate team. The work calls for accurate records, discretion, and courteous service in a sensitive Department of Defense mission.

You will work from established procedures with guidance from experienced specialists and service-desk leads. Under Total Contact Ownership, you will keep users informed and track assigned requests through resolution, including when another team handles the technical work.

This position is fully remote. The DCIPS Future user-support service window is 8:00 a.m. to 4:30 p.m. Eastern Time, Monday through Friday, excluding government holidays. Individual work schedules are assigned to support that coverage.

• Receive incidents, service requests, and inquiries through approved support channels. Record, categorize, and prioritize each contact in the service-management system.
• Troubleshoot DCIPS Future application use, user access, and related software, hardware, and connectivity issues using standard operating procedures and knowledge articles.
• Verify user identity and support account creation, changes, deactivation, and credential maintenance under approved security procedures. Perform account actions within assigned permissions and route other actions to authorized administrators. Follow approved least-privilege procedures consistent with Zero Trust principles.
• Document symptoms, affected users, troubleshooting steps, and results. Escalate unresolved issues to Tier 2, Tier 3, or the responsible technical team with a clear record of work completed.
• Track assigned tickets after escalation, communicate status and next steps, confirm the outcome with users, and record resolution and closure.
• Recognize possible outages or security incidents and promptly notify the designated lead or response team.
• Coordinate DCIPS-related hardware exchange, repair-service requests, and other support dependencies with the responsible service providers.
• Identify recurring questions and gaps in documentation. Help update self-service guidance and troubleshooting articles, and provide feedback on user training.
• Maintain accurate service-performance data and handover notes, including open actions and escalation status.
• Protect controlled unclassified information and sensitive personal and mission data using approved tools and handling procedures.
• Complete DCIPS-specific training and practice support workflows, use of knowledge resources, and escalation procedures before service activation and as the application changes.

• Active Secret clearance or higher.
• High school diploma or equivalent.
• Zero to two years of experience in technical support, a help desk, or customer service. Prior experience is not required.
• Basic understanding of IT systems, networks, and security concepts, including Windows, Microsoft 365, and connectivity troubleshooting.
• Familiarity with ticketing systems such as ServiceNow, Remedy, Jira Service Management, or comparable tools.
• Awareness of Active Directory, multi-factor authentication, VPNs, and remote access, and an understanding of ITIL-based incident and service-request processes.
• Clear written and verbal communication, careful documentation, and the ability to assist users with varying technical backgrounds.
• Ability to follow procedures, manage competing requests calmly, and develop technical skills through training.

Preferred certifications

• CompTIA Security+
• CompTIA A+ or Network+
• ITIL 4 Foundation