Tier 1/2 Service Desk Analyst (Journeyman)

DecisionPoint | Cortek • Chicago, IL

11d • Remote

About The Position

DecisionPoint is seeking two Tier 1/2 Service Desk Analysts to provide customer-facing technical support for the USMEPCOM ENLIST program. Analysts serve as initial points of contact for technical issues and requests involving hardware, software, networks, telecommunications, websites, portals, system access, audio-visual equipment, and connectivity. They document interactions in ServiceNow, resolve approved first-contact issues, provide authorized Tier 2 support, perform diagnostic and recovery procedures, keep customers informed, and confirm service restoration before closing tickets. Issues beyond their authorized scope or capability are escalated to appropriate technical or engineering teams.

Analysts also help identify potential outages by recognizing patterns and mission-impacting symptoms, preserving relevant incident information, and quickly notifying service-desk leadership and the Outage Response Team. The positions are remote, with Chicago-area candidates preferred. Analysts must be able to work assigned shifts within the program's operating schedule and provide after-hours or surge coverage when required. Applicants acknowledge and consent to having their resume included in an active competitive government contract bid.

Requirements

• Active Secret clearance or higher.
• Associate's degree in information technology or a related field, or equivalent professional experience.
• At least three years of relevant experience providing 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 using an enterprise ticketing or IT service-management system.
• Working knowledge of computer hardware, operating systems, productivity software, user accounts, networks, remote access, and common enterprise applications.
• Ability to communicate technical instructions clearly to users with different levels of technical knowledge.
• Ability to maintain complete, accurate, and timely ticket documentation.
• Ability to recognize and escalate potential outage signals or mission-impacting incidents.
• Strong customer-service, communication, organizational, 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 remote support to geographically dispersed users.
• Experience supporting a 24/7/365 operational environment.
• Experience supporting VIP or executive users.
• 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 ticket trends or contributing to known-error and problem-management activities.

Responsibilities

• Serve as an initial point of contact for USMEPCOM users seeking technical support.
• Receive incidents and service requests through approved channels, including telephone, email, website, self-service portal, monitoring notification, or direct escalation.
• Create complete and accurate ServiceNow records for customer contacts, incidents, requests, and technical actions.
• Verify customer information, contact details, affected services, location, urgency, business impact, and relevant equipment or system identifiers.
• Categorize, prioritize, assign, and route incidents and requests according to approved procedures.
• Resolve approved first-contact issues using established procedures, scripts, diagnostic tools, and knowledge articles.
• Provide Tier 1 and authorized Tier 2 support for hardware, software, operating systems, networks, telecommunications, websites, portals, system access, audio-visual equipment, and connectivity.
• Troubleshoot laptops, desktops, zero clients, thin clients, mobile devices, printers, peripherals, and related end-user equipment.
• Diagnose basic LAN, WAN, VPN, wireless, internet, remote-access, and network-connectivity issues.
• Support approved account, password, authentication, and access-management requests.
• Troubleshoot common email, collaboration, browser, productivity-software, and enterprise-application issues.
• Provide remote technical assistance and guide users through approved diagnostic and corrective procedures.
• Use approved knowledge articles, known-error information, field guides, and standard operating procedures; apply approved temporary workarounds when needed.
• Escalate incidents beyond the analyst's authority, technical capability, resolution timeframe, or approved support scope to appropriate specialized teams.
• Recognize and promptly escalate potential outages, capturing initial symptoms, affected users and locations, systems, start time, business impact, and troubleshooting performed.
• Support SEV 1 and SEV 2 response by maintaining accurate ticket information and providing requested incident details.
• Monitor assigned tickets and update status, troubleshooting notes, customer communications, escalations, dependencies, and resolution information.
• Maintain ownership of assigned tickets through resolution, approved reassignment, or formal escalation.
• Communicate next steps, workarounds, status changes, delays, and restoration information to customers.
• Confirm issue resolution and customer satisfaction; ensure tickets include resolution notes, applicable knowledge references, closure codes, and customer confirmation before closing.
• Reopen or re-escalate tickets when restoration is incomplete or an issue recurs.
• Participate in shift handoffs and communicate open priority tickets, outages, VIP issues, escalations, and pending customer actions.
• Support VIP incidents and requests according to approved priority-support procedures.
• Identify recurring incidents, ineffective workarounds, missing knowledge, and customer pain points; recommend knowledge, troubleshooting, automation, or process improvements.
• Contribute technical information to problem records, known-error entries, incident analyses, and root-cause reviews.
• Follow approved incident, request, access, problem, knowledge, escalation, security, and customer-communication processes, and protect sensitive, personal, and Government information.
• Meet established response, update, escalation, and resolution targets.
• Provide ticket, queue, incident, and customer-support information for daily status reports and program reporting.
• Participate in required technical, security, customer-service, and process training.

What This Job Offers

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