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Senior Tier 1/2 Service Desk Analyst
DecisionPoint Corporation. Serve as an experienced initial point of contact for USMEPCOM users requiring technical support .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing Tier 1 and Tier 2 technical support, effectively troubleshooting and resolving complex incidents while maintaining accurate documentation and communication. Possesses strong customer service skills and the ability to guide less-experienced personnel in a fast-paced service desk environment.
Highest-signal resume keywords
Active Secret ClearanceEnterprise Service-Desk ExperienceServiceNow ProficiencyTechnical Troubleshooting SkillsCustomer Service Excellence
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportIncident ManagementTicket DocumentationNetwork TroubleshootingRemote Access SupportOperating Systems KnowledgeHardware TroubleshootingEnterprise Applications SupportProblem ResolutionService Request Management
Soft Skills
Communication SkillsOrganizational SkillsAnalytical SkillsProblem-Solving SkillsCustomer Service Skills
Tools & Technologies
ServiceNowRemote-Support ToolsTicketing SystemsCollaboration SoftwareProductivity Software
Industry Keywords
Help Desk SupportEnd-User SupportTechnical ServicesIncident ResponseService Management
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Serve as an experienced initial point of contact for USMEPCOM users requiring technical support
- Receive incidents and service requests through telephone, email, website, self-service, monitoring, and escalation channels
- Create complete and accurate ServiceNow records for incidents, requests, problems, customer contacts, and technical actions
- Verify customer identity, contact information, location, affected service, operational impact, urgency, and equipment or system information
- Categorize, prioritize, assign, route, and track 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 problems
- Support user-account, password, authentication, and access-management activities
- Troubleshoot email, collaboration, browser, productivity software, and enterprise-application issues
- Provide remote technical support and guide users through diagnostic, recovery, and restoration procedures
- Apply approved workarounds when permanent resolution is unavailable
- Determine when incidents require specialized assistance and escalate beyond authority, capability, service-level targets, or support scope
- Identify and immediately 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 maintain current status, notes, communications, escalations, dependencies, and resolution information
- Retain ownership of assigned incidents through resolution, reassignment, or formal escalation
- Communicate status, next steps, workarounds, delays, escalation actions, and restoration information to customers
- Confirm service restoration and customer satisfaction before closing tickets
- Reopen or re-escalate incidents when restoration is incomplete, a workaround fails, or an issue recurs
- Provide technical guidance and troubleshooting support to less-experienced service-desk analysts
- Review complex tickets and recommend troubleshooting, escalation, or assignment actions
- Assist leadership with queue monitoring, backlog reduction, priority-ticket management, and workload balancing
- Support shift handoffs and provide experienced support for VIP, executive, and other high-priority incidents
- Identify recurring incidents, ineffective workarounds, missing knowledge, and emerging service problems
- Recommend knowledge articles, troubleshooting procedures, automated resolutions, service-catalog content, and process improvements
- Contribute technical evidence and resolution information to problem-management activities
- Support known-error records and reusable technical guidance
- Perform ticket-quality reviews and reinforce consistent documentation, communication, and escalation practices
- Follow approved incident, request, access, problem, knowledge, escalation, security, and customer-communication processes
- Protect sensitive, personal, operational, and Government information
- Meet response, update, escalation, and resolution targets
- Provide operational dashboard and program-reporting data
- Participate in technical training, readiness activities, process reviews, and continual service-improvement initiatives
Requirements
What you’ll need- 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
Benefits
Comp & perks- Remote work arrangement
- After-hours, weekend, holiday, or surge coverage opportunities/requirements
- Equal Employment Opportunity and Affirmative Action employer