Tier 1/2 Service Desk Analyst (Senior)

DecisionPoint | Cortek • Chicago, IL

11d • Remote

About The Position

DecisionPoint seeks two Senior Tier 1/2 Service Desk Analysts to provide experienced, customer-facing technical support for the USMEPCOM ENLIST program. Analysts receive and assess incidents and service requests, resolve approved first-contact and Tier 2 issues, maintain complete ticket records, confirm service restoration, and escalate potential outage signals. They handle complex or high-priority cases within their authorized support scope and provide technical guidance to less-experienced service-desk personnel.

The role supports issues involving computer hardware, software, operating systems, networks, telecommunications, websites, portals, user access, audio-visual equipment, and enterprise connectivity. Analysts work closely with service-desk leadership, field support, network and systems administrators, cybersecurity personnel, application and engineering teams, and Government stakeholders. The positions are remote, with Chicago-area candidates preferred. Analysts must be able to work assigned shifts and support after-hours, weekend, holiday, or surge coverage when required.

By applying, candidates acknowledge and consent to having their resume included in an active competitive government contract bid. Applicants also authorize DecisionPoint Corporation to share their resume and personal information with its subsidiaries, affiliates, and teaming partners to consider them for this and comparable positions.

Requirements

• Active Secret clearance or higher.
• Associate’s degree in information technology or a related field, or equivalent professional experience.
• At least six years of relevant experience providing enterprise service-desk, help-desk, desktop-support, end-user support, or related technical services.
• Experience receiving, documenting, troubleshooting, resolving, and escalating technical incidents and service requests.
• Experience resolving complex Tier 1 or Tier 2 technical-support issues.
• Experience using an enterprise ticketing or IT service-management platform.
• Working knowledge of computer hardware, operating systems, productivity software, user accounts, networks, remote access, and common enterprise applications.
• Ability to recognize and escalate potential outages and other mission-impacting incidents.
• Ability to maintain complete, accurate, and timely ticket documentation.
• Ability to communicate technical instructions clearly to users with different levels of technical knowledge.
• Ability to provide technical guidance to less-experienced service-desk personnel.
• Strong customer-service, communication, organizational, analytical, and problem-solving skills.
• Ability to work assigned shifts and support after-hours, weekend, holiday, or surge coverage when required.

Nice To Haves

• CompTIA A+ certification.
• CompTIA Network+ certification.
• ITIL v4 Foundation certification.
• CompTIA Security+ certification.
• Experience using ServiceNow.
• Experience supporting federal or Department of Defense users.
• Experience working in a multi-tier enterprise service-desk environment.
• Experience providing technical guidance, peer mentoring, or shift-lead support.
• Experience supporting geographically dispersed or remote users.
• Experience supporting a 24/7/365 operational environment.
• Experience supporting VIP or executive users.
• Experience supporting SEV 1 and SEV 2 incidents.
• Familiarity with ITIL incident, request, problem, knowledge, access, and service-level management practices.
• Experience using remote-support, endpoint-management, directory-services, or knowledge-management tools.
• Experience identifying incident trends or contributing to known-error, root-cause, and problem-management activities.

Responsibilities

• Serve as an experienced initial point of contact for USMEPCOM users requiring technical support.
• Receive incidents and service requests through approved telephone, email, website, self-service, monitoring, and escalation channels.
• Create complete and accurate ServiceNow records for incidents, requests, problems, customer contacts, and technical actions.
• Verify customer identity, contact information, location, affected service, operational impact, urgency, and relevant equipment or system information.
• Categorize, prioritize, assign, route, and track incidents and requests according to approved procedures.
• Resolve approved first-contact issues using established diagnostic procedures, scripts, knowledge articles, known-error information, and remote-support tools.
• Provide Tier 1 and authorized Tier 2 support for hardware, software, operating systems, networks, telecommunications, websites, portals, system access, audio-visual equipment, and connectivity.
• Diagnose and resolve complex end-user incidents within the authorized Tier 1/2 support scope.
• Troubleshoot laptops, desktops, zero clients, thin clients, mobile devices, printers, peripherals, and related equipment.
• Diagnose LAN, WAN, VPN, wireless, internet, remote-access, circuit, and general network-connectivity problems.
• Support approved user-account, password, authentication, and access-management activities.
• Troubleshoot email, collaboration, browser, productivity software, and enterprise-application issues.
• Provide remote technical support and guide users through approved diagnostic, recovery, and restoration procedures.
• Apply approved workarounds when a permanent resolution is not immediately available.
• Determine when incidents require field support, system administration, network, application, cybersecurity, engineering, vendor, or other specialized assistance.
• Escalate incidents that exceed the analyst’s authority, technical capability, service-level target, or approved support scope.
• Identify and immediately escalate potential outage signals, including multiple related incidents, widespread connectivity failures, significant service degradation, or loss of mission-critical functionality.
• Document initial outage symptoms, affected users and locations, business impact, start time, troubleshooting actions, and available technical evidence.
• Support SEV 1 and SEV 2 incident response by maintaining accurate ticket information and providing requested technical details.
• Monitor assigned tickets and maintain current status, troubleshooting notes, communications, escalations, dependencies, and resolution information.
• Retain ownership of assigned incidents through resolution, approved reassignment, or formal escalation.
• Communicate status, expected next steps, known workarounds, delays, escalation actions, and restoration information to customers.
• Confirm with customers that service has been restored and verify satisfaction before closing tickets.
• Ensure closed tickets include accurate resolution notes, applicable knowledge references, closure codes, and customer confirmation.
• Reopen or re-escalate incidents when restoration is incomplete, a workaround fails, or the issue recurs.
• Provide technical guidance and troubleshooting support to Journeyman and less-experienced service-desk analysts.
• Review complex tickets and recommend appropriate troubleshooting, escalation, or assignment actions.
• Assist service-desk leadership with queue monitoring, backlog reduction, priority-ticket management, and workload balancing.
• Support shift handoffs by communicating open priority tickets, outages, VIP issues, escalations, pending actions, and operational risks.
• Provide experienced support for VIP, executive, and other high-priority incidents and requests.
• Identify recurring incidents, ineffective workarounds, missing knowledge, and emerging service problems.
• Recommend new or revised knowledge articles, troubleshooting procedures, automated resolutions, service-catalog content, or process improvements.
• Contribute incident history, technical evidence, business impact, workarounds, and resolution information to problem-management activities.
• Support the development and review of known-error records and reusable technical guidance.
• Perform ticket-quality reviews when assigned and identify documentation, categorization, escalation, or resolution deficiencies.
• Help reinforce consistent ticket documentation, customer communication, and escalation practices across the service desk.
• Follow approved incident, request, access, problem, knowledge, escalation, security, and customer-communication processes.
• Protect sensitive, personal, operational, and Government information during all support activities.
• Meet established response, update, escalation, and resolution targets.
• Provide ticket, queue, incident, outage, and customer-support data for operational dashboards and program reporting.
• Participate in technical training, readiness activities, process reviews, and continual service-improvement initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree