Tier 1/2 Service Desk Analyst (Senior)

Overview DecisionPoint seeks two Senior Tier 1/2 Service Desk Analysts to provide experienced customer-facing technical support for the USMEPCOM ENLIST program. These positions receive and assess incidents and service requests, resolve approved first-contact and Tier 2 issues, maintain complete ticket records, confirm service restoration, and escalate potential outage signals. Senior Analysts handle complex or high-priority cases within the Tier 1/2 support scope and provide technical guidance to less-experienced service-desk personnel. They help ensure that tickets are accurately prioritized, thoroughly documented, resolved through approved procedures, and escalated to the appropriate technical team when necessary. The Senior Tier 1/2 Service Desk Analysts support issues involving computer hardware, software, operating systems, networks, telecommunications, websites, portals, user access, audio-visual equipment, and enterprise connectivity. They work closely with service-desk leadership, field support, network and systems administrators, cybersecurity personnel, application teams, engineering teams, and Government stakeholders. These positions are remote, with Chicago-area candidates preferred. Analysts must be able to work assigned shifts and support after-hours, weekend, holiday, or surge coverage when required. Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid. Duties & Respo