Help Desk Technician

Help Desk Technician

ID

2024-2432

Job Locations

US-CO-Denver

Category

Information Technology

Type

Regular Full-Time

Overview

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 located onsite in Denver, CO.

No application window deadline.

Duties & Responsibilities

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.

Qualifications

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.

Our Equal Employment Opportunity Policy

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.