[Hiring] Senior Tier 1/2 Service Desk Analyst @DecisionPoint | Cortek

Role Description

DecisionPoint seeks two Senior Tier 1/2 Service Desk Analysts to provide experienced customer-facing technical support for the USMEPCOM ENLIST program. These positions involve:

• Receiving and assessing incidents and service requests.
• Resolving approved first-contact and Tier 2 issues.
• Maintaining complete ticket records and confirming service restoration.
• Escalating potential outage signals.
• Handling complex or high-priority cases within the Tier 1/2 support scope.
• Providing technical guidance to less-experienced service-desk personnel.
• Ensuring accurate prioritization, documentation, and resolution of tickets.
• Supporting issues involving computer hardware, software, operating systems, networks, telecommunications, websites, portals, user access, audio-visual equipment, and enterprise connectivity.

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.

Qualifications

• 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.

Requirements

• CompTIA A+ certification (preferred).
• CompTIA Network+ certification (preferred).
• ITIL v4 Foundation certification (preferred).
• CompTIA Security+ certification (preferred).
• Experience using ServiceNow (preferred).
• Experience supporting federal or Department of Defense users (preferred).
• Experience working in a multi-tier enterprise service-desk environment (preferred).
• Experience providing technical guidance, peer mentoring, or shift-lead support (preferred).
• Experience supporting geographically dispersed or remote users (preferred).
• Experience supporting a 24/7/365 operational environment (preferred).
• Experience supporting VIP or executive users (preferred).
• Experience supporting SEV 1 and SEV 2 incidents (preferred).
• Familiarity with ITIL incident, request, problem, knowledge, access, and service-level management practices (preferred).
• Experience using remote-support, endpoint-management, directory-services, or knowledge-management tools (preferred).
• Experience identifying incident trends or contributing to known-error, root-cause, and problem-management activities (preferred).

Company Description