Remote IT Service Desk Analyst (Tier 1/2)

DecisionPoint | Cortek; United States; Remote; USD 42,000 - 66,000; Full time

Job summary

DecisionPoint is seeking two Tier 1/2 Service Desk Analysts to provide customer-facing technical support for the USMEPCOM ENLIST program. You will receive incidents and requests, resolve first-contact issues, and perform Tier 2 activities within your scope.

You will document interactions in ServiceNow, communicate with users, and confirm restoration before closing tickets. Remote work is offered with Chicago-area candidates preferred; shifts include after-hours or surge coverage as needed.

Responsibilities

• Serve as an initial point of contact for USMEPCOM users requiring 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 all 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 technical procedures, scripts, diagnostic tools, and knowledge articles.
• 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.
• 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 to resolve incidents consistently.
• Apply approved temporary workarounds when permanent resolution is not immediately available.
• Escalate incidents that exceed the analyst's authority, technical capability, resolution timeframe, or approved support scope.
• Route advanced issues to field support, system administration, network, application, cybersecurity, engineering, vendor, or other specialized teams.
• Recognize and immediately elevate outage signals, including multiple related incidents, loss of critical services, significant performance degradation, or widespread connectivity problems.
• Capture the initial symptoms, affected users, locations, systems, start time, business impact, and troubleshooting already performed before elevating a potential outage.
• 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 expected next steps, known workarounds, status changes, delays, and restoration information to customers.
• Confirm with each customer that the reported issue has been resolved and verify satisfaction with the service provided.
• Ensure tickets contain complete resolution notes, applicable knowledge references, closure codes, and customer confirmation before closure.
• Reopen or re-escalate tickets when restoration is incomplete or the issue recurs.
• Participate in shift handoffs and communicate open priority tickets, outages, VIP issues, escalations, and pending customer actions.
• Support VIP incidents and requests in accordance with approved priority-support procedures.
• Identify recurring incidents, ineffective workarounds, missing k

Job description

DecisionPoint is seeking two Tier 1/2 Service Desk Analysts to provide customer-facing technical support for the USMEPCOM ENLIST program. You will receive incidents and requests, resolve first-contact issues, and perform Tier 2 activities within your scope.

You will document interactions in ServiceNow, communicate with users, and confirm restoration before closing tickets. Remote work is offered with Chicago-area candidates preferred; shifts include after-hours or surge coverage as needed.