Tier 1​/Service Desk Analyst; Senior

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 accelerate 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.

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 Service Now 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 escalation potential outage signals, including multiple related incidents, widespread connectivity failures, significant service degradation, or loss of mission-critical functionality.
• Document…