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

Role Description

DecisionPoint seeks two Tier 1/2 Service Desk Analysts to provide customer-facing technical support for the USMEPCOM ENLIST program. These positions receive incidents and service requests, resolve approved first-contact issues, perform Tier 2 system-support activities within their authorized scope, and escalate problems requiring advanced technical or engineering assistance.

The Tier 1/2 Service Desk Analysts serve as initial points of contact for issues involving:

• Computer hardware
• Software
• Networks
• Telecommunications
• Websites and portals
• System access
• Audio-visual equipment
• Connectivity

Analysts document each interaction in ServiceNow, perform approved diagnostic and recovery procedures, keep customers informed, and confirm that service has been restored before closing tickets. These positions also play an important role in outage identification by recognizing patterns and mission-impacting symptoms, preserving relevant information, and rapidly escalating potential outage signals to service-desk leadership and the Outage Response Team.

These positions are remote, with Chicago-area candidates preferred. Analysts must be able to work assigned shifts within the program’s operating schedule and support after-hours 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 three years of relevant experience providing 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 using an enterprise ticketing or IT service-management system.
• Working knowledge of computer hardware, operating systems, productivity software, user accounts, networks, remote access, and common enterprise applications.
• Ability to communicate technical instructions clearly to users with different levels of technical knowledge.
• Ability to maintain complete, accurate, and timely ticket documentation.
• Ability to recognize and escalate potential outage signals or mission-impacting incidents.
• Strong customer-service, communication, organizational, and problem-solving skills.
• Ability to work assigned shifts and support after-hours, weekend, holiday, or surge coverage when required.

Requirements

• Serve as an initial point of contact for USMEPCOM users requiring technical support.
• Receive incidents and service requests through approved channels, including telephone, email, website, self-service portal, monitoring notification, or direct escalation.
• Create complete and accurate ServiceNow records for all customer contacts, incidents, requests, and technical actions.
• Verify customer information, contact details, affected services, location, urgency, business impact, and relevant equipment or system identifiers.
• Categorize, prioritize, assign, and route incidents and requests according to approved procedures.
• Resolve approved first-contact issues using established technical procedures, scripts, diagnostic tools, and knowledge articles.
• 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.
• Troubleshoot laptops, desktops, zero clients, thin clients, mobile devices, printers, peripherals, and related end-user equipment.
• Diagnose basic LAN, WAN, VPN, wireless, internet, remote-access, and network-connectivity issues.
• Support approved account, password, authentication, and access-management requests.
• Troubleshoot common email, collaboration, browser, productivity software, and enterprise-application issues.
• Provide remote technical assistance and guide users through approved diagnostic and corrective procedures.
• Use approved knowledge articles, known-error information, field guides, and standard operating procedures to resolve incidents consistently.
• Apply approved temporary workarounds when permanent resolution is not immediately available.
• Escalate incidents that exceed the analyst’s authority, technical capability, resolution timeframe, or approved support scope.
• Route advanced issues to field support, system administration, network, application, cybersecurity, engineering, vendor, or other specialized teams.
• Recognize and immediately escalate outage signals, including multiple related incidents, loss of critical services, significant performance degradation, or widespread connectivity problems.
• Capture the initial symptoms, affected users, locations, systems, start time, business impact, and troubleshooting already performed before escalating a potential outage.
• Support SEV 1 and SEV 2 response by maintaining accurate ticket information and providing requested incident details.
• Monitor assigned tickets and update status, troubleshooting notes, customer communications, escalations, dependencies, and resolution information.
• Maintain ownership of assigned tickets through resolution, approved reassignment, or formal escalation.
• Communicate expected next steps, known workarounds, status changes, delays, and restoration information to customers.
• Confirm with each customer that the reported issue has been resolved and verify satisfaction with the service provided.
• Ensure tickets contain complete resolution notes, applicable knowledge references, closure codes, and customer confirmation before closure.
• Reopen or re-escalate tickets when restoration is incomplete or the issue recurs.
• Participate in shift handoffs and communicate open priority tickets, outages, VIP issues, escalations, and pending customer actions.
• Support VIP incidents and requests in accordance with approved priority-support procedures.
• Identify recurring incidents, ineffective workarounds, missing knowledge, and common customer pain points.
• Recommend new or updated knowledge articles, troubleshooting guidance, automated resolutions, or process improvements.
• Contribute technical information to problem records, known-error entries, incident analyses, and root-cause reviews.
• Follow approved incident, request, access, problem, knowledge, escalation, security, and customer-communication processes.
• Protect sensitive, personal, and Government information during all customer-support activities.
• Meet established response, update, escalation, and resolution targets.
• Provide ticket, queue, incident, and customer-support information for daily status reports and program reporting.
• Participate in required technical, security, customer-service, and process training.

Company Description