Tier 1/2 Service Desk Analyst – Journeyman

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

📋 Description

• Act as the primary point of contact for receiving incidents and requests through various channels, including telephone, email, web, self-service, monitoring, and escalation methods.

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

• Address first-contact 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, and enterprise applications.

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

• Identify and promptly escalate outage signals, documenting symptoms, affected users and locations, start time, impact, and troubleshooting efforts; support SEV 1 and SEV 2 response.

• Manage assigned tickets until resolution, keeping customers updated on status and next steps, confirming restoration and satisfaction prior to closure, and re-opening or re-escalating recurring issues.

• Engage in shift handoffs and assist with VIP incidents and requests.

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

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

⛳️ Requirements

• An associate’s degree in Information Technology or a related field, or equivalent professional experience.

• A minimum of three (3) years of relevant experience in service-desk, help-desk, desktop-support, or end-user support roles.

• Proficiency in documenting, troubleshooting, resolving, and escalating incidents and requests using an enterprise ITSM platform.

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

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

• Excellent customer-service and communication skills.

• Willingness to work assigned shifts, including after-hours, weekends, holidays, or during surge periods.

• 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 users across geographically dispersed locations in a 24/7/365 environment, including VIP or executive personnel.

• Preferred: Knowledge of ITIL practices related to incident, request, problem, knowledge, access, and service-level management.

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

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company match.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and advancement.

• Employee assistance programs and wellness initiatives.