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

DecisionPoint Corporation; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote work

Job summary

DecisionPoint Corporation seeks a senior IT support liaison for the USMEPCOM ENLIST program. As the primary contact, you will own Tier 1 and Tier 2 incidents across hardware, software, networks, and access, and coordinate with stakeholders to keep systems running.

You’ll document, prioritize, and resolve tickets using ServiceNow, mentor junior analysts, and manage shift handoffs, VIP issues, and quality reviews while supporting after-hours coverage.

Qualifications

• Experience handling Tier 1 and Tier 2 incidents.
• Clearance: Active Secret or higher.
• Remote work availability with after-hours coverage.

Responsibilities

• Serve as senior point of contact for USMEPCOM users in ENLIST program.
• Handle Tier 1 and Tier 2 incidents across hardware, software, networks, and access.
• Document, prioritize, and resolve tickets using ServiceNow while updating customers and escalating outages.
• Mentor less-experienced analysts and support shift handoffs, VIP issues, and quality reviews.
• Collaborate with service-desk leadership, technical teams, and government stakeholders.

Skills

Incident management

ServiceNow

Active Secret clearance

Customer service

Tools

ServiceNow

Job description

• Serve as a senior point of contact for USMEPCOM users within the ENLIST program.
• Handle Tier 1 and authorized Tier 2 incidents across hardware, software, networks, and access.

Key Responsibilities:

• Document, prioritize, and resolve tickets using ServiceNow while updating customers and escalating outages.
• Mentor less-experienced analysts and support shift handoffs, VIP issues, and quality reviews.
• Remote position requiring Active Secret clearance and availability for after-hours, weekend, holiday, or surge coverage.
• Collaborate with service-desk leadership, technical teams, and government stakeholders.

DecisionPoint Corporation

DecisionPoint Corporation provides IT and professional services supporting government programs and enterprise clients. The company is an Equal Opportunity and Affirmative Action employer focused on mission-critical delivery and a collaborative culture.