Tier 1/2 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 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. 

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. 

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. 

• 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 specialized technical teams. 

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.