Senior Tier Service Desk Analyst

Salary Range: 75000 to 105000 (Currency: USD) (Pay period: per-year-salary)

Key Tasks & Responsibilities

Serve as an experienced initial point of contact, receiving incidents and requests via telephone, email, web, self-service, monitoring, and escalation channels.
Create complete ServiceNow records, verify customer and impact information, and categorize, prioritize, assign, and route tickets per approved procedures.
Resolve first-contact and complex Tier 1/2 issues using approved procedures, scripts, knowledge articles, and remote-support tools.
Troubleshoot laptops, desktops, thin/zero clients, mobile devices, printers, peripherals, LAN/WAN/VPN/wireless connectivity, accounts, passwords, email, collaboration, and enterprise applications.
Apply approved workarounds and escalate incidents exceeding authority, capability, or scope to field support, engineering, cybersecurity, application, or vendor teams.
Recognize and immediately escalate outage signals, capturing symptoms, affected users and locations, start time, impact, and troubleshooting performed; support Severity (SEV) 1 and SEV 2 response.
Own assigned tickets through resolution, keep customers informed of status and next steps, confirm restoration and satisfaction before closure, and reopen or re-escalate when issues recur.
Participate in shift handoffs and support VIP incidents and requests per priority-support procedures.
Provide technical guidance to Journeyman analysts, review complex tickets, and assist leadership with queue monitoring, backlog reduction, and workload balancing.
Perform ticket-quality reviews when assigned and reinforce consistent documentation, communication, and escalation practices.
Identify recurring incidents and knowledge gaps, recommend new or updated articles or automated resolutions, and contribute to problem and known-error records.
Protect sensitive information, meet response and resolution targets, and provide ticket and queue data for status reports.

Education & Experience

Required:

Associate’s degree in Information Technology or a related field, or equivalent professional experience.

Minimum of six (6) years of relevant service-desk, help-desk, desktop-support, or end-user support experience.

Experience documenting, troubleshooting, resolving, and escalating complex Tier 1/2 incidents and requests using an enterprise ITSM platform.

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

Ability to recognize and escalate potential outages and maintain complete, accurate ticket documentation. Ability to provide technical guidance to less-experienced personnel.

Strong customer-service and communication skills, and ability to work assigned shifts and after-hours, weekend, holiday, or surge coverage.

Preferred:

Experience using ServiceNow in a multi-tier enterprise service desk supporting federal or DoD users.

Experience supporting geographically dispersed users in a 24/7/365 environment, including VIP or executive users. Experience supporting SEV 1 and SEV 2 incidents.

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

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

Experience providing peer mentoring or shift-lead support.

Certifications

Required: None.
Preferred: CompTIA A+, CompTIA Network+, CompTIA Security+, or ITIL 4 Foundation.

Security Clearance

• Active Secret clearance or higher is required.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

Work Environment / Travel:

Remote position; Chicago, IL–area candidates preferred.

Must work assigned shifts within the program’s operating schedule and support after-hours, weekend, holiday, or surge coverage when required.

Administrative Notes:

Period of Performance: March 1, 2027 – February 28, 2033

Contract Start Date: March 1, 2027

Note: By applying to this position, the candidate acknowledges and consents to having their resume included in an active competitive Government contract bid.