Tier 1/2 Service Desk Analyst (Senior)

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

Overview

DecisionPoint seeks two Senior Tier 1/2 Service Desk Analysts to provide experienced customer-facing technical support for the USMEPCOM ENLIST program. These positions receive and assess incidents and service requests, resolve approved first-contact and Tier 2 issues, maintain complete ticket records, confirm service restoration, and escalates potential outage signals.

Senior Analysts handle complex or high-priority cases within the Tier 1/2 support scope and provide technical guidance to less-experienced service-desk personnel. They help ensure that tickets are accurately prioritized, thoroughly documented, resolved through approved procedures, and escalated to the appropriate technical team when necessary.

The Senior Tier 1/2 Service Desk Analysts support issues involving computer hardware, software, operating systems, networks, telecommunications, websites, portals, user access, audio-visual equipment, and enterprise connectivity. They work closely with service-desk leadership, field support, network and systems administrators, cybersecurity personnel, application teams, engineering teams, and Government stakeholders.

These positions are remote, with Chicago-area candidates preferred. Analysts must be able to work assigned shifts and support after-hours, weekend, holiday, 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 experienced initial point of contact for USMEPCOM users requiring technical support.


• Receive incidents and service requests through approved telephone, email, website, self-service, monitoring, and escalation channels.


• Create complete and accurate ServiceNow records for incidents, requests, problems, customer contacts, and technical actions.


• Verify customer identity, contact information, location, affected service, operational impact, urgency, and relevant equipment or system information.


• Categorize, prioritize, assign, route, and track incidents and requests in accordance with approved procedures.


• Resolve approved first-contact issues using established diagnostic procedures, scripts, knowledge articles, known-error information, and remote-support tools.


• 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.


• Diagnose and resolve complex end-user incidents within the authorized Tier 1/2 support scope.


• Troubleshoot laptops, desktops, zero clients, thin clients, mobile devices, printers, peripherals, and related equipment.


• Diagnose LAN, WAN, VPN, wireless, internet, remote-access, circuit, and general network-connectivity problems.


• Support approved user-account, password, authentication, and access-management activities.


• Troubleshoot email, collaboration, browser, productivity software, and enterprise-application issues.


• Provide remote technical support and guide users through approved diagnostic, recovery, and restoration procedures.


• Apply approved workarounds when a permanent resolution is not immediately available.


• Determine when an incident requires field support, system administration, network, application, cybersecurity, engineering, vendor, or other specialized assistance.


• Escalate incidents that exceed the analyst's authority, technical capability, service-level target, or approved support scope.


• Identify and immediately escalation potential outage signals, including multiple related incidents, widespread connectivity failures, significant service degradation, or loss of mission-critical functionality.


• Document initial outage symptoms, affected users and locations, business impact, start time, troubleshooting actions, and available technical evidence.


• Support SEV 1 and SEV 2 incident response by maintaining accurate ticket information and providing requested technical details.


• Monitor assigned tickets and maintain current status, troubleshooting notes, communications, escalations, dependencies, and resolution information.


• Retain ownership of assigned incidents through resolution, approved reassignment, or formal escalation.


• Communicate status, expected next steps, known workarounds, delays, escalation actions, and restoration information to customers.


• Confirm with customers that service has been restored and verify satisfaction before closing tickets.


• Ensure closed tickets include accurate resolution notes, applicable knowledge references, closure codes, and customer confirmation.


• Reopen or re-escalate incidents when restoration is incomplete, a workaround fails, or the issue recurs.


• Provide technical guidance and troubleshooting support to Journeyman and less-experienced service-desk analysts.


• Review complex tickets and recommend appropriate troubleshooting, escalation, or assignment acti