Tier 1/2 Service Desk Analyst – Journeyman

Job not on LinkedIn

🔥 9 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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DecisionPoint Corporation

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🎖️ Defense

💼 Consulting

📦 Logistics

Defense • Consulting • Logistics

DecisionPoint Corporation is a Service Disabled Veteran Owned Small Business specializing in IT modernization and digital transformation for government agencies. They provide comprehensive services including cybersecurity, health IT, and intelligent automation solutions, aimed at improving operational efficiency and effectiveness while ensuring secure cloud migration. Their Centers of Excellence approach drives mission success by addressing the most pressing challenges faced by government entities through innovative technology and expert support.

📋 Description

• 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

• 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

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