Tier Service Desk Analyst - Journeyman

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 escalate 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 escalate 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

The Tier 1/2 Service Desk Analyst will: 

• 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 escalate 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 escalating 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 knowledge, and common customer pain points. 

• Recommend new or updated knowledge articles, troubleshooting guidance, automated resolutions, or process improvements. 

• Contribute technical information to problem records, known-error entries, incident analyses, and root-cause reviews. 

• Follow approved incident, request, access, problem, knowledge, escalation, security, and customer-communication processes. 

• Protect sensitive, personal, and Government information during all customer-support activities. 

• Meet established response, update, escalation, and resolution targets. 

• Provide ticket, queue, incident, and customer-support information for daily status reports and program reporting. 

• Participate in required technical, security, customer-service, and process training. 

Qualifications

Required Qualifications 

Candidates must meet all of the following requirements: 

• Active Secret clearance or higher. 

• Associate’s degree in information technology or a related field, or equivalent professional experience. 

• Minimum of three years of relevant experience providing service-desk, help-desk, desktop-support, end-user support, or related technical services. 

• Experience receiving, documenting, troubleshooting, resolving, and escalating technical incidents and service requests. 

• Experience using an enterprise ticketing or IT service-management system. 

• Working knowledge of computer hardware, operating systems, productivity software, user accounts, networks, remote access, and common enterprise applications. 

• Ability to communicate technical instructions clearly to users with different levels of technical knowledge. 

• Ability to maintain complete, accurate, and timely ticket documentation. 

• Ability to recognize and escalate potential outage signals or mission-impacting incidents. 

• Strong customer-service, communication, organizational, and problem-solving skills. 

• Ability to work assigned shifts and support after-hours, weekend, holiday, or surge coverage when required. 

Preferred Qualifications 

The following qualifications are preferred but are not required: 

• CompTIA A+ certification. 

• CompTIA Network+ certification. 

• ITIL v4 Foundation certification. 

• CompTIA Security+ certification. 

• Experience using ServiceNow. 

• Experience supporting federal or Department of Defense users. 

• Experience working in a multi-tier enterprise service-desk environment. 

• Experience providing remote support to geographically dispersed users. 

• Experience supporting a 24/7/365 operational environment. 

• Experience supporting VIP or executive users. 

• Familiarity with ITIL incident, request, problem, knowledge, access, and service-level management practices. 

• Experience using remote-support, endpoint-management, directory-services, or knowledge-management tools. 

• Experience identifying ticket trends or contributing to known-error and problem-management activities. 

Skills and Competencies 

• Customer-focused technical support. 

• First-contact troubleshooting and resolution. 

• Clear verbal and written communication. 

• Accurate ticket and incident documentation. 

• Incident prioritization, routing, and escalation. 

• Basic hardware, software, account, and network troubleshooting. 

• Ability to follow approved procedures and knowledge content. 

• Ability to recognize patterns and potential service outages. 

• Ability to manage multiple tickets and changing priorities. 

• Professionalism when assisting frustrated or time-sensitive customers. 

• Strong attention to detail and consistent follow-through. 

• Ability to collaborate effectively with remote technical teams. 

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.