Help Desk Support Technician

DecisionPoint Corporation

. Work in a call center environment providing detailed call/problem documentation .

Posted 10/5/2026full-timeDurham • North Carolina • United StatesJunior💰 $19 - $21 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in call center operations, including problem documentation, ticketing systems, and customer support. Proficient in troubleshooting hardware and software issues while adhering to Standard Operating Procedures.

Highest-signal resume keywords

Help Desk ExperienceTicketing System KnowledgeWindows Operating SystemHDI CertificationVoIP Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Problem DocumentationIncident ResolutionDiagnostic ProceduresTCP/IPMPLSVBNSClient/Server ApplicationsMicrosoft Exchange/OutlookMicrosoft Systems Management ServerCisco Routers

Soft Skills

Customer ServiceCommunicationFollow-Up

Tools & Technologies

ServiceNowRemedyCAPRSOperational Communications Systems

Certifications & Qualifications

HDI Customer Service RepresentativeHDI Desktop Support TechnicianA+ Certification

Industry Keywords

Call Center EnvironmentStandard Operating ProceduresReal-Time NotificationsHardware Maintenance RequestsSeverity-1 Issues

Tech Stack

Tools & technologies

ServiceNowSwitchingTCP/IPVoIP

About the role

Key responsibilities & impact

Work in a call center environment providing detailed call/problem documentation
Utilize the Change, Asset and Problem Reporting System (CAPRS) for real-time voice and emergency notifications
Identify and report hardware, software, mainframe access and print problems
Document problem analysis and resolution for hardware, software, video, mainframe and network problems
Dispatch vendor hardware maintenance requests according to priority levels in the SOP
Use operational communications systems to communicate real-time events to management and customers
Monitor email, instant messaging and other tools for widespread availability issues
Respond to customer calls and provide how-to assistance
Accept and process virtual hardware and software inquiries
Open a ticket for every customer contact and document scope, impact and priority
Resolve or escalate incidents to level 2
Follow up with customers, vendors and SSA components to resolve problems and keep tickets current
Close tickets after customer satisfaction and complete documentation
Report open severity-1 issues to the designated distribution list
Gather information and follow required diagnostic procedures
Adhere to Standard Operating Procedures (SOP)

Requirements

What you’ll need

Ability to obtain a Public Trust clearance
Must hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician or an A+ certification
Minimum of one year experience serving in a help desk role
Experience with Windows Operating System workstation/server
Experience with Microsoft Systems Management Server (SMS)
Experience with Microsoft Exchange/Outlook
Experience with client/server applications
Experience with Transmission Control Protocol/Internet Protocol (TCP/IP)
Experience with very high speed Backbone Network Service (vBNS)
Experience with Multi-Protocol Label Switching (MPLS)
Experience with VoIP
Experience with Cisco routers
Minimum of one year of IT call center support experience
Ticketing system knowledge/experience (ServiceNow, Remedy or any other ticketing system)

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-Term Disability
Long-Term Disability
401(k) Match
Health Savings Account
Flexible Spending Account
Training Reimbursement
Education Assistance
Paid Time Off
Holidays