Service Desk Technician (Day Shift)

Job description

Overview DecisionPoint is seeking an experienced Service Desk Technician (Day 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 on-site in Arlington, VA. Duties & Responsibilities: - 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 recurri...