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 USMEPCOM users seeking technical assistance.

• Handle incidents and service requests via phone, email, website, self-service portal, monitoring notifications, or direct escalation.

• Generate comprehensive and precise ServiceNow records for customer interactions, incidents, requests, and technical actions.

• Classify, prioritize, assign, and route incidents and requests accordingly.

• Address approved first-contact issues utilizing technical procedures, scripts, diagnostic tools, and knowledge articles.

• Offer Tier 1 support and authorized Tier 2 support for hardware, software, operating systems, networks, telecommunications, websites, portals, system access, audio-visual equipment, and connectivity.

• Diagnose issues with end-user devices, printers, peripherals, LAN, WAN, VPN, wireless connections, internet, remote access, accounts, passwords, authentication, email, collaboration tools, browsers, productivity software, and enterprise applications.

• Provide remote technical support and guide users through established diagnostic and corrective procedures.

• Escalate issues that exceed authority, capability, timeframe, or support scope to specialized teams.

• Identify and escalate outage signals while supporting SEV 1 and SEV 2 responses.

• Monitor assigned tickets, ensure ownership, update status and documentation, and communicate with customers effectively.

• Verify issue resolution and customer satisfaction; close, reopen, or re-escalate tickets as necessary.

• Participate in shift transitions and assist with VIP incidents.

• Detect recurring incidents and propose knowledge, troubleshooting, automation, and process enhancements.

• Contribute to problem records, known-error entries, incident analyses, and root-cause reviews.

• Safeguard sensitive, personal, and government information.

• Meet response, update, escalation, and resolution targets consistently.

• Provide ticket, queue, incident, and customer support data for reporting purposes.

• Engage in mandatory technical, security, customer service, and process training.

⛳️ Requirements

• Active Secret clearance or higher is required.

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

• A minimum of three years of relevant experience in service desk, help desk, desktop support, end-user support, or similar technical services.

• Proven experience in receiving, documenting, troubleshooting, resolving, and escalating technical incidents and service requests.

• Familiarity with 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 clearly communicate technical instructions to users with varying levels of technical proficiency.

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

• Recognize and escalate potential outage signals or mission-impacting incidents effectively.

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

🏝️ Benefits

• After-hours, weekend, holiday, or surge coverage support when necessary.

• Regular full-time employment.

• Remote work arrangement available.