Help Desk Technician

DecisionPoint Corporation; Denver (CO); On-site; USD 45,000 - 48,000; Full time

Job summary

An established industry player is looking for a Help Desk Technician to provide essential end-user support for a key government department. This role is critical in ensuring operational efficiency by addressing IT incidents and requests promptly. You will engage directly with users, leveraging your troubleshooting skills and knowledge management practices to deliver top-notch service. Join a dynamic team where your contributions will enhance the IT experience for many. This position offers a comprehensive benefits package and a supportive work environment, making it an ideal opportunity for those passionate about technology and customer service.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Match

Paid Time Off

Training Reimbursement

Education Assistance

Short-Term Disability

Long-Term Disability

Qualifications

• 1+ year of relevant experience in IT support.
• Ability to evaluate security product capabilities.

Responsibilities

• Provide Tier I onsite support and troubleshooting.
• Track and resolve IT incidents and requests.

Skills

End-user support

Troubleshooting

IT incident management

Knowledge management

Customer service

Education

High School Diploma

Tools

ITIL

Knowledge Centered Support (KCS)

Job description

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DecisionPoint is seeking a Help Desk Technician to provide end-user support to the Department of Interior, Bureau of Reclamation's (BOR) IT enterprise. This role is largely responsible for providing operational support services to the organization. We are looking to fill a need to have a highly competent and highly motivated individual in this role.

This position is onsite in Denver, CO.

No application window deadline.

• Remote computer support
• Owning, tracking and resolving Information Technology (IT) incidents and requests
• Fulfilling requests and resolving incidents within SLAs on a daily basis to ensure service-related issues are identified and resolved within established SLAs
• Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems
• Providing Tier I onsite support and basic troubleshooting support.
• Providing knowledgeable support for IT incidents by utilizing the Tier 1 Knowledge Base, Knowledge Centered Support (KCS) principles, the Information Technology Infrastructure Library (ITIL), and Subject Matter Experts (SME) along with troubleshooting techniques to provide the appropriate actions for service request resolution.
• Placing/Tracking trouble calls to other service providers.
• Creating, modifying, or deactivating user accounts.
• Developing and maintaining operational & knowledge management documentation in the Help Desk Tier 1 document management system.
• Responding to all assigned calls and messages in order of urgency
• Following Total Contact Ownership methodology.
• High School Diploma with a minimum of 1 year of relevant experience.
• Must be able to evaluate approved security product capabilities and develop solutions.
• Ability to obtain a Public Trust clearance.
  
  
  

The salary range for this role is $45K to $48K.

DecisionPoint provides a comprehensive benefits package including Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, 401(k) Match, Health Savings Account, Flexible Spending Account, Training Reimbursement, Education Assistance, Paid Time Off, and Holidays.

• 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 Skyepoint Decisions, Inc. 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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

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