Service Desk Technician, Day Shift

DecisionPoint Corporation

Service Desk Technician providing Tier 1 technical support for DHS Cybersecurity in Arlington, Virginia. Responsible for resolving IT incidents and user inquiries via phone, email, and chat.

Posted 7/13/2026full-timeArlington • Virginia • 🇺🇸 United StatesJuniorMid-Level💰 $19 - $24 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing Tier 1 technical support, including incident management, troubleshooting, and customer service. Proficient in utilizing ITIL practices and maintaining documentation to ensure efficient service delivery.

Highest-signal resume keywords

Tier 1 Technical SupportIncident ManagementCustomer Service OrientationITIL CertificationBasic Troubleshooting

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingIT Systems KnowledgeWindows Operating SystemMicrosoft OfficeO365Electronic EmailHelp Desk SupportTicketing System ManagementKnowledge Base UtilizationUser Account Management

Soft Skills

Excellent Communication SkillsAnalytical Problem-SolvingAttention to DetailTeam CollaborationSelf-Motivation

Tools & Technologies

Ticketing SystemService Desk Document Management

Certifications & Qualifications

ITIL CertificationHelp Desk Institute CertificationsCompTIA A+Microsoft Certified Professional

Industry Keywords

Service Level ObjectivesPublic Trust InvestigationStandard Operating ProceduresCustomer SatisfactionFast-Paced Environment

About the role

Key responsibilities & impact

Provide Tier 1 technical support to end-users via phone, email, and chat to include 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
Provide 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
Logging/Tracking trouble tickets to escalate to other IT 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 First 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
Maintain a professional appearance and demeanor during duty hours and when working with the user community

Requirements

What you’ll need

Must possess or be able to complete Department of Homeland Security Public Trust Investigation (Tier 1)
High School Diploma with a minimum of 1-2 years of relevant experience in a help desk or technical support role
A proven track record of providing exceptional customer service
Basic troubleshooting and knowledge of IT systems and Applications, their Operating systems (Windows), Microsoft Office, O365 web browsers, electronic email and other software
Ability to work independently and collaboratively in a fast-paced environment
Strong customer service orientation
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure fast paced environment
Possess excellent written, verbal, and interpersonal communication skills
Highly self-motivated and directed
Keen attention to detail
Team-oriented and skilled in working within a collaborative environment
Preferred: ITIL Certification
Help Desk Institute Certifications
CompTIA A+ or Microsoft Certified Professional

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account DecisionPoint Corporation Website LinkedIn All Job Openings 51 - 200 employees Founded 2011 🔒 Cybersecurity ⚕️ Healthcare Insurance ☁️ SaaS Cybersecurity
Healthcare Insurance
SaaS DecisionPoint Corporation is a Service Disabled Veteran Owned Small Business specializing in IT modernization and digital transformation for government agencies. They provide comprehensive services including cybersecurity, health IT, and intelligent automation solutions, aimed at improving operational efficiency and effectiveness while ensuring secure cloud migration. Their Centers of Excellence approach drives mission success by addressing the most pressing challenges faced by government entities through innovative technology and expert support. Service Desk Technician, Day Shift 🔥 8 minutes ago 🏢 Arlington – Onsite 💵 $19 - $24 / hour ⏰ Full Time 🟢 Junior 🟡 Mid-level ✨ Technician 🚫👨‍🎓 No degree required 🦅 H1B Visa Sponsor Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Provide Tier 1 technical support to end-users via phone, email, and chat to include 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
Provide 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
Logging/Tracking trouble tickets to escalate to other IT 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 First 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
Maintain a professional appearance and demeanor during duty hours and when working with the user community 🎯 Requirements
Must possess or be able to complete Department of Homeland Security Public Trust Investigation (Tier 1)
High School Diploma with a minimum of 1-2 years of relevant experience in a help desk or technical support role
A proven track record of providing exceptional customer service
Basic troubleshooting and knowledge of IT systems and Applications, their Operating systems (Windows), Microsoft Office, O365 web browsers, electronic email and other software
Ability to work independently and collaboratively in a fast-paced environment
Strong customer service orientation
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure fast paced environment
Possess excellent written, verbal, and interpersonal communication skills
Highly self-motivated and directed
Keen attention to detail
Team-oriented and skilled in working within a collaborative environment
Preferred: ITIL Certification
Help Desk Institute Certifications
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