Tier 1/2 Service Desk Analyst (Journeyman)

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

Overview

DecisionPoint seeks two Tier 1/2 Service Desk Analysts to provide customer-facing technical support for the USMEPCOM ENLIST program. These positions receive incidents and service requests, resolve approved first-contact issues, perform Tier 2 system-support activities within their authorized scope, and elevate problems requiring advanced technical or engineering assistance.

The Tier 1/2 Service Desk Analysts serve as initial points of contact for issues involving computer hardware, software, networks, telecommunications, websites, portals, system access, audio-visual equipment, and connectivity. Analysts document each interaction in ServiceNow, perform approved diagnostic and recovery procedures, keep customers informed, and confirm that service has been restored before closing tickets.

These positions also play an important role in outage identification. Analysts recognize patterns and mission-impacting symptoms, preserve relevant information, and rapidly elevate potential outage signals to service-desk leadership and the Outage Response Team.

These positions are remote, with Chicago-area candidates preferred. Analysts must be able to work assigned shifts within the program's operating schedule and support after-hours 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

• 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