Tier 1/2 Service Desk Analyst – Journeyman

DecisionPoint Corporation

. Serve as an initial point of contact for USMEPCOM users requiring technical support .

Posted 10/26/2026full-timeRemote • Illinois • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing Tier 1 and Tier 2 technical support, including troubleshooting hardware, software, and network issues. Proficient in using ServiceNow for incident management and maintaining accurate documentation while ensuring customer satisfaction.

Highest-signal resume keywords

Active Secret ClearanceServiceNow ExperienceTechnical Support ExperienceIncident ManagementTroubleshooting Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingIncident DocumentationService Request ResolutionNetwork SupportOperating Systems KnowledgeRemote Access SupportHardware SupportProductivity Software KnowledgeEnterprise Applications Knowledge

Soft Skills

Clear CommunicationCustomer ServiceProblem-SolvingAttention to DetailTeam Collaboration

Tools & Technologies

ServiceNowTicketing SystemsDiagnostic ToolsCollaboration ToolsAudio-Visual Equipment

Certifications & Qualifications

Associate’s Degree in Information TechnologyActive Secret Clearance

Industry Keywords

Service DeskHelp DeskEnd-User SupportTechnical ServicesIncident Response

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Serve as an initial point of contact for USMEPCOM users requiring technical support
Receive incidents and service requests through telephone, email, website, self-service portal, monitoring notification, or direct escalation
Create complete and accurate ServiceNow records for customer contacts, incidents, requests, and technical actions
Categorize, prioritize, assign, and route incidents and requests
Resolve approved first-contact issues using technical procedures, scripts, diagnostic tools, and knowledge articles
Provide Tier 1 and authorized Tier 2 support for hardware, software, operating systems, networks, telecommunications, websites, portals, system access, audio-visual equipment, and connectivity
Troubleshoot end-user devices, printers, peripherals, LAN, WAN, VPN, wireless, internet, remote-access, account, password, authentication, email, collaboration, browser, productivity software, and enterprise-application issues
Provide remote technical assistance and guide users through approved diagnostic and corrective procedures
Escalate issues exceeding authority, capability, timeframe, or support scope to specialized teams
Recognize and escalate outage signals and support SEV 1 and SEV 2 response
Monitor assigned tickets, maintain ownership, update status and documentation, and communicate with customers
Confirm issue resolution and customer satisfaction; close, reopen, or re-escalate tickets as appropriate
Participate in shift handoffs and support VIP incidents
Identify recurring incidents and recommend knowledge, troubleshooting, automation, and process improvements
Contribute to problem records, known-error entries, incident analyses, and root-cause reviews
Protect sensitive, personal, and Government information
Meet response, update, escalation, and resolution targets
Provide ticket, queue, incident, and customer-support information for reporting
Participate in required technical, security, customer-service, and process training

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 three years of relevant service-desk, help-desk, desktop-support, end-user support, or related technical-services experience
Experience receiving, documenting, troubleshooting, resolving, and escalating technical incidents and service requests
Experience using 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 communicate technical instructions clearly to users with different levels of technical knowledge
Ability to maintain complete, accurate, and timely ticket documentation
Ability to recognize and escalate potential outage signals or mission-impacting incidents
Ability to work assigned shifts and support after-hours, weekend, holiday, or surge coverage when required

Benefits

Comp & perks

After-hours, weekend, holiday, or surge coverage support when required
Regular full-time employment
Remote work arrangement