Senior Tier 1/2 Service Desk Analyst

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

📋 Description

• Act as a knowledgeable first point of contact for USMEPCOM users needing technical assistance

• Receive incidents and service requests via phone, email, website, self-service options, monitoring, and escalation channels

• Create thorough and accurate ServiceNow records for incidents, requests, problems, customer contacts, and technical actions

• Verify customer identity, contact details, location, affected service, operational impact, urgency, and equipment or system information

• Classify, prioritize, assign, route, and monitor incidents and requests

• Resolve approved first-contact issues using diagnostic procedures, scripts, knowledge articles, known-error information, and remote-support tools

• Provide Tier 1 and authorized Tier 2 support for 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 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 issues

• Assist with user-account, password, authentication, and access-management tasks

• Troubleshoot email, collaboration tools, browser, productivity software, and enterprise-application issues

• Provide remote technical support and guide users through diagnostic, recovery, and restoration processes

• Implement approved workarounds when a permanent solution is not available

• Identify when incidents necessitate specialized assistance and escalate beyond authority, capability, service-level targets, or support scope

• Recognize and promptly escalate potential outage signals and document outage symptoms, affected users and locations, business impact, start time, troubleshooting actions, and technical evidence

• Support SEV 1 and SEV 2 incident response

• Monitor assigned tickets and keep current status, notes, communications, escalations, dependencies, and resolution information

• Maintain ownership of assigned incidents until resolution, reassignment, or formal escalation

• Communicate status updates, next steps, workarounds, delays, escalation actions, and restoration information to customers

• Confirm service restoration and customer satisfaction prior to closing tickets

• Reopen or re-escalate incidents when restoration is incomplete, a workaround fails, or an issue recurs

• Offer technical guidance and troubleshooting assistance to less-experienced service-desk analysts

• Review complex tickets and suggest troubleshooting, escalation, or assignment actions

• Assist leadership with queue monitoring, backlog reduction, priority-ticket management, and workload balancing

• Support shift transitions and provide experienced assistance for VIP, executive, and other high-priority incidents

• Identify recurring incidents, ineffective workarounds, missing knowledge, and emerging service issues

• Recommend knowledge articles, troubleshooting procedures, automated solutions, service-catalog content, and process enhancements

• Contribute technical evidence and resolution details to problem-management initiatives

• Support known-error records and reusable technical guidance

• Conduct ticket-quality reviews and promote consistent documentation, communication, and escalation practices

• Adhere to established incident, request, access, problem, knowledge, escalation, security, and customer-communication processes

• Safeguard sensitive, personal, operational, and Government information

• Achieve response, update, escalation, and resolution targets

• Provide operational dashboard and program-reporting data

• Engage in technical training, readiness activities, process evaluations, and continuous service-improvement initiatives

⛳️ Requirements

• Active Secret clearance or higher

• Associate’s degree in information technology or a related field, or equivalent professional experience

• At least six years of relevant experience in enterprise service-desk, help-desk, desktop-support, end-user support, or similar technical services

• Experience in receiving, documenting, troubleshooting, resolving, and escalating technical incidents and service requests

• Experience in addressing complex Tier 1 or Tier 2 technical-support issues

• Familiarity with an enterprise ticketing or IT service-management platform

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

• Ability to identify and escalate potential outages and other incidents affecting mission performance

• Capability to maintain complete, accurate, and timely ticket documentation

• Proficient in communicating technical instructions clearly to users with varying levels of technical expertise

• Ability to provide technical guidance to less-experienced service-desk personnel

• Strong customer-service, communication, organizational, analytical, and problem-solving abilities

• Availability to work assigned shifts and support after-hours, weekend, holiday, or surge coverage when necessary

🏝️ Benefits

• Remote work arrangement

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

• Equal Employment Opportunity and Affirmative Action employer