Remote Tier 1-2 Service Desk Analyst (Secret Cleared)

DecisionPoint Corporation; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

DecisionPoint Corporation seeks a service desk specialist to provide Tier 1/2 support for USMEPCOM ENLIST. You will resolve incidents and service requests, acting as the first contact for hardware, software, network, and connectivity issues.

Responsibilities include channeling interactions through ServiceNow, following diagnostic procedures, and escalating outages while keeping customers informed. A Secret clearance and shift coverage are required; remote work is supported with Chicago-area

Qualifications

• Active Secret clearance required.
• 3+ years end-user support experience.
• Experience with enterprise ticketing systems.
• Strong written and verbal communication.
• Willingness to work after-hours and surge coverage.

Responsibilities

• Provide Tier 1/2 service desk support for USMEPCOM ENLIST, resolving incidents and service requests.
• Document every interaction in ServiceNow and follow approved diagnostic and escalation procedures.
• Recognize and escalate potential outages while keeping customers informed throughout resolution.
• Serve as the first point of contact for hardware, software, network, account, and connectivity issues.

Skills

End-user support

Customer communication

Remote work readiness

Tools

ServiceNow

Job description

DecisionPoint Corporation seeks a service desk specialist to provide Tier 1/2 support for USMEPCOM ENLIST. You will resolve incidents and service requests, acting as the first contact for hardware, software, network, and connectivity issues.

Responsibilities include channeling interactions through ServiceNow, following diagnostic procedures, and escalating outages while keeping customers informed. A Secret clearance and shift coverage are required; remote work is supported with Chicago-area