Help Desk - Intermediate Support Web

Overview

DecisionPoint seeks a Help Desk - Intermediate Support Web specialist to provide customer support for SDDC web, SharePoint, and collaboration users under the GITSS program. This position bridges service desk operations and web support, assisting users with access, content, collaboration tools, web portal issues, and trouble ticket resolution. 

The role requires strong customer service, technical troubleshooting, and experience supporting web or SharePoint users in a secure DoD environment. 

This position is located at HQ SDDC, Scott Air Force Base, Illinois. 

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

Duties & Responsibilities

The Help Desk - Intermediate Support Web Specialist will: 

• Provide customer support for SDDC web portals, SharePoint sites, collaboration tools, and related web-based applications.  

• Receive, log, track, update, route, and close web support tickets in the Government-provided ticketing system.  

• Assist users with site access, permissions, navigation, content issues, forms, workflows, and collaboration features.  

• Provide initial troubleshooting for web portal, SharePoint, and browser-related issues.  

• Coordinate escalations with senior web developers, system administrators, database administrators, cybersecurity staff, and Government leads.  

• Maintain knowledge base entries, SOPs, and troubleshooting guides for recurring web support issues.  

• Support user training, communications, and adoption of SDDC web/collaboration tools.  

• Assist with testing, deployment, and validation of web changes or fixes.  

• Support documentation needed for cybersecurity, access control, and operational continuity.  

• Provide courteous, mission-focused support to SDDC users.  

Qualifications

Clearance Requirement: 

• Must hold an active Secret clearance. 

• Must be eligible to obtain and maintain required Common Access Card (CAC), facility access, system access, and Government network access. 

Education: 

• Associate degree in Information Technology, Computer Science, Business Systems, Web Technology, or related discipline preferred. 

Experience: 

• Minimum 5 years of help desk, web support, SharePoint support, or customer support experience.  

• Experience supporting web portals, SharePoint, Microsoft 365, collaboration tools, permissions, and user access issues.  

• Experience supporting DoD or federal users preferred.  

• Experience with AESD, Remedy, ServiceNow, or equivalent ticketing tools preferred.  

Technical Knowledge: 

• Knowledge of web support processes, incident management, permissions, content management, and user troubleshooting.  

• Familiarity with SharePoint site support, Microsoft 365 tools, browser troubleshooting, and basic web technologies.  

• Understanding of secure DoD IT support practices, CAC access, and user access controls.  

Certifications (Preferred): 

• DoD 8140 / 8570 certification as required by final labor category mapping.  

• CompTIA Security+, A+, ITIL Foundation, Microsoft 365, SharePoint, or HDI certification preferred.  

Skills: 

• Strong customer service and communication skills.  

• Ability to translate user issues into actionable technical tickets.  

• Strong documentation and follow-through.  

• Ability to coordinate across service desk, web development, systems, database, and cybersecurity teams. 

Our Equal Employment Opportunity Policy

• 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 DecisionPoint Corporation. 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.