Senior Service Desk Analyst

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Act as a knowledgeable first point of contact, managing incidents and requests through telephone, email, web, self-service, monitoring, and escalation channels.

• Generate comprehensive ServiceNow records, verify customer and impact details, and categorize, prioritize, assign, and route tickets according to established procedures.

• Resolve first-contact and intricate Tier 1/2 issues utilizing approved procedures, scripts, knowledge articles, and remote-support tools.

• Diagnose issues related to laptops, desktops, thin/zero clients, mobile devices, printers, peripherals, LAN/WAN/VPN/wireless connectivity, accounts, passwords, email, collaboration tools, and enterprise applications.

• Implement approved workarounds and escalate incidents that surpass authority, capability, or scope to field support, engineering, cybersecurity, application, or vendor teams.

• Detect and promptly escalate outage signals, documenting symptoms, affected users and locations, start time, impact, and troubleshooting actions taken; support SEV 1 and SEV 2 responses.

• Manage assigned tickets until resolution, keeping customers updated on status and next steps, confirming restoration and satisfaction before closure, and reopening or re-escalating issues if they recur.

• Engage in shift transitions and assist with VIP incidents and requests according to priority-support protocols.

• Provide technical guidance to Journeyman analysts, review complex tickets, and assist leadership with queue monitoring, backlog management, and workload distribution.

• Conduct ticket-quality assessments when assigned and promote consistent documentation, communication, and escalation practices.

• Identify recurring incidents and knowledge gaps, suggest new or updated articles or automated solutions, and contribute to problem and known-error documentation.

• Safeguard sensitive information, achieve response and resolution targets, and supply ticket and queue data for status reporting.

⛳️ Requirements

• Associate’s degree in Information Technology or a related discipline, or equivalent professional experience.

• At least six (6) years of relevant experience in service desk, help desk, desktop support, or end-user support.

• Proficient in documenting, troubleshooting, resolving, and escalating complex Tier 1/2 incidents and requests using an enterprise ITSM platform.

• Solid understanding of hardware, operating systems, productivity software, user accounts, networks, remote access, and enterprise applications.

• Capability to identify and escalate potential outages while maintaining thorough and accurate ticket documentation.

• Ability to offer technical direction to less-experienced personnel.

• Excellent customer service and communication abilities.

• Willingness to work assigned shifts and provide after-hours, weekend, holiday, or surge coverage as needed.

• Active Secret clearance or higher is mandatory.

• Preferred experience with ServiceNow in a multi-tier enterprise service desk supporting federal or DoD users.

• Preferred experience supporting geographically dispersed users in a 24/7/365 environment, including VIP or executive users.

• Preferred experience managing SEV 1 and SEV 2 incidents.

• Familiarity with ITIL incident, request, problem, knowledge, access, and service-level practices is preferred.

• Preferred experience with remote-support, endpoint management, directory services, or knowledge management tools.

• Preferred experience providing peer mentoring or shift lead support.

• Preferred certifications include CompTIA A+, CompTIA Network+, CompTIA Security+, or ITIL 4 Foundation.

🏝️ Benefits

• Affirmative action and equal employment opportunity.

• Reasonable accommodations for individuals with disabilities.

• Opportunities/requirements for after-hours, weekend, holiday, or surge coverage.