Tier 1/2 Service Desk Analyst (Senior) with Security Clearance

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 escalate 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 The Senior Tier 1/2 Service Desk Analyst will:

• 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 escalate 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 actions.
• Assist service-desk leadership with queue monitoring, backlog reduction, priority-ticket management, and workload balancing.
• Support shift handoffs by communicating open priority tickets, outages, VIP issues, escalations, pending actions, and operational risks.
• Provide experienced support for VIP, executive, and other high-priority incidents and requests.
• Identify recurring incidents, ineffective workarounds, missing knowledge, and emerging service problems.
• Recommend new or revised knowledge articles, troubleshooting procedures, automated resolutions, service-catalog content, or process improvements.
• Contribute incident history, technical evidence, business impact, workarounds, and resolution information to problem-management activities.
• Support the development and review of known-error records and reusable technical guidance.
• Perform ticket-quality reviews when assigned and identify documentation, categorization, escalation, or resolution deficiencies.
• Help reinforce consistent ticket documentation, customer communication, and escalation practices across the service desk.
• Follow approved incident, request, access, problem, knowledge, escalation, security, and customer-communication processes.
• Protect sensitive, personal, operational, and Government information during all support activities.
• Meet established response, update, escalation, and resolution targets.
• Provide ticket, queue, incident, outage, and customer-support data for operational dashboards and program reporting.
• Participate in technical training, readiness activities, process reviews, and continual service-improvement initiatives. 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 six years of relevant experience providing enterprise 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 resolving complex Tier 1 or Tier 2 technical-support issues.
• Experience using an enterprise ticketing or IT service-management platform.
• Working knowledge of computer hardware, operating systems, productivity software, user accounts, networks, remote access, and common enterprise applications.
• Ability to recognize and escalate potential outages and other mission-impacting incidents.
• Ability to maintain complete, accurate, and timely ticket documentation.
• Ability to communicate technical instructions clearly to users with different levels of technical knowledge.
• Ability to provide technical guidance to less-experienced service-desk personnel.
• Strong customer-service, communication, organizational, analytical, 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 technical guidance, peer mentoring, or shift-lead support.
• Experience supporting geographically dispersed or remote users.
• Experience supporting a 24/7/365 operational environment.
• Experience supporting VIP or executive users.
• Experience supporting SEV 1 and SEV 2 incidents.
• 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 incident trends or contributing to known-error, root-cause, and problem-management activities.

Skills and Competencies

• Advanced customer-facing technical support.
• Complex Tier 1/2 troubleshooting and problem isolation.
• Clear verbal and written communication.
• Accurate ticket and incident documentation.
• Incident prioritization, routing, and escalation.
• Hardware, software, account, and network troubleshooting.
• Outage recognition and rapid escalation.
• Peer guidance and technical mentoring.
• Queue, priority, and workload awareness.
• Ability to follow approved procedures and knowledge content.
• Ability to manage multiple tickets and changing operational priorities.
• Professionalism when assisting frustrated, senior, or time-sensitive customers.
• Strong attention to detail and consistent follow-through.
• Ability to collaborate effectively with remote and special