Tier 1/2 Service Desk Analyst (Senior)

Overview

DecisionPoint seeks two Senior Tier 1/2 Service Desk Analysts to provide experienced customer-facing technical support for the USMEPCOM ENLIST program. These positions 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.

Senior Analysts handle complex or high-priority cases within the Tier 1/2 support scope and provide technical guidance to less-experienced service-desk personnel. They help ensure that tickets are accurately prioritized, thoroughly documented, resolved through approved procedures, and escalated to the appropriate technical team when necessary.

The Senior Tier 1/2 Service Desk Analysts support issues involving computer hardware, software, operating systems, networks, telecommunications, websites, portals, user access, audio-visual equipment, and enterprise connectivity. They work closely with service-desk leadership, field support, network and systems administrators, cybersecurity personnel, application teams, engineering teams, and Government stakeholders.

These 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.

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 Senior Tier 1/2 Service Desk Analyst will:

- 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 in accordance with 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 computer 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 an incident requires 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.

Qualifications

Required Qualifications

Candidates must meet all of the following requirements:

- Active Secret clearance or higher.

- Associate’s degree in information technology or a related field, or equivalent professional experience.

- Minimum of 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.

Preferred Qualifications

The following qualifications are preferred but are not required:

- 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.

Skills and Competencies

- Advanced customer-facing technical support.

- Complex Tier 1/2 troubleshooting and problem isolation.

- Clear verbal and written communication.

- Accurate ticket and incident documentation.

- Incident prioritization, routing, and escalation.

- Hardware, software, account, and network troubleshooting.

- Outage recognition and rapid escalation.

- Peer guidance and technical mentoring.

- Queue, priority, and workload awareness.

- Ability to follow approved procedures and knowledge content.

- Ability to manage multiple tickets and changing operational priorities.

- Professionalism when assisting frustrated, senior, or time-sensitive customers.

- Strong attention to detail and consistent follow-through.

- Ability to collaborate effectively with remote and specialized technical 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.