Tier 1/2 Service Desk Analyst (Journeyman) (Fully Remote)

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

• Provide Tier 1/2 service desk support for USMEPCOM ENLIST, resolving incidents and service requests.
• Serve as the first point of contact for hardware, software, network, account, and connectivity issues.

Responsibilities:

• Document every interaction in ServiceNow and follow approved diagnostic and escalation procedures.
• Recognize and escalate potential outages while keeping customers informed throughout resolution.

Qualifications:

• Requires an active Secret clearance and three years of relevant end-user support experience.
• Experience with enterprise ticketing systems, hardware/software troubleshooting, and clear customer communication is needed.
• Remote position with Chicago-area candidates preferred.
• Analysts must support assigned shifts, including after-hours and surge coverage when required.

DecisionPoint Corporation

DecisionPoint Corporation is a technology services company that supports government programs, including the USMEPCOM ENLIST service desk. It emphasizes customer-focused support, accurate documentation, and collaboration across remote technical teams.