Tier 1/2 Service Desk Analyst (Senior)

About this role

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,…