Senior Tier 1/2 Service Desk Analyst - Remote Support

DecisionPoint | Cortek; United States; Remote; USD 39,000 - 58,000; Full time

Job summary

DecisionPoint | Cortek is seeking two Senior Tier 1/2 Service Desk Analysts to provide expert customer-facing technical support for the USMEPCOM ENLIST program. You will receive incidents and service requests, resolve approved first-contact and Tier 2 issues, and maintain thorough ticket records to confirm restoration.

These remote roles require shifts including after-hours, weekends, and surge coverage when needed.

Qualifications

• Remote role with Chicago-area candidates preferred.
• Experience handling incidents and service requests in a formal ticketing environment.
• Ability to work assigned shifts including after-hours, weekends, holidays, or surge coverage.

Responsibilities

• Serve as experienced initial point of contact for USMEPCOM users requiring technical support.
• Receive incidents and service requests via approved channels (phone, email, website, self-service, monitoring, escalation).
• Create complete ServiceNow records for incidents, requests, problems, contacts, and actions.
• Verify identity, location, affected service, impact, urgency, and equipment details.
• Categorize, prioritize, assign, route, and track incidents per procedures.
• Provide Tier 1/2 support for hardware, software, OS, networks, websites, and access.

Job description

DecisionPoint | Cortek is seeking two Senior Tier 1/2 Service Desk Analysts to provide expert customer-facing technical support for the USMEPCOM ENLIST program. You will receive incidents and service requests, resolve approved first-contact and Tier 2 issues, and maintain thorough ticket records to confirm restoration.

These remote roles require shifts including after-hours, weekends, and surge coverage when needed.