Help Desk Technician III - DecisionPoint | Cortek

Overview:

DecisionPoint Corporation is seeking a Help Desk Technician III to join our USAF Air Mobility Command Global Decision Support System (GDSS) Functional Help Desk Team. The Help Desk Technician Level III provides advanced technical support and leadership within the help desk team. This role includes overseeing the help desk's operations, ensuring smooth issue resolution, and handling the most complex technical problems. The ideal candidate will have extensive experience with IT systems and troubleshooting, and the ability to train and guide junior team members. Level III technicians are responsible for interacting with higher-level engineering teams and providing recommendations for system modifications to enhance user experience.

Duties & Responsibilities:

• Serve as the lead technician, overseeing help desk operations and ensuring timely issue resolution.
• Provide advanced technical support to users, including troubleshooting hardware, software, and network issues.
• Supervise the work of Level I and II technicians, providing guidance and training as necessary.
• Recommend system modifications to improve performance and reduce user problems.
• Document, track, and monitor all issues in the help desk system, ensuring full resolution.
• Work with network services, software systems engineering, and applications development teams to resolve core issues.
• Perform second-tier and third-tier support as necessary for complex problems.

Qualifications:

• Active Secret Clearance
• Minimum 6 years of functional/technical experience in IT support roles.
• High School Diploma or Associate's Degree (preferred) with relevant certifications.
• Extensive experience troubleshooting complex IT issues related to hardware, software, and networks.
• Strong leadership and supervisory skills with the ability to train and guide junior technicians.
• Excellent communication skills and the ability to work well under pressure.
• Requires IAT Level II Certification as defined in DODD 8140.01 and AFMAN 17-1303.
• Experience in troubleshooting GDSS application issue.

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.