Service Desk Specialist – Level II (Tier 1)

Overview

DecisionPoint seeks multiple Help Desk Specialists – Level II (Tier 1) to support daily IT operations for a large federal and DoD-aligned mission environment. These roles resolve advanced Tier 1 incidents, perform detailed triage, follow knowledge base procedures, and ensure high-quality documentation. Level II specialists serve as experienced frontline technicians who can handle more complex customer issues before escalation to Tier 2.

This position plays a key role in ensuring accuracy, responsiveness, and customer satisfaction across the service desk, helping maintain efficient support for thousands of users.