Tier 1/2 Service Desk Analyst (Senior)

• Serve as an experienced initial point of contact, receiving incidents and requests via telephone, email, web, self-service, monitoring, and escalation channels.
• Create complete ServiceNow records, verify customer and impact information, and categorize, prioritize, assign, and route tickets per approved procedures.
• Resolve first-contact and complex Tier 1/2 issues using approved procedures, scripts, knowledge articles, and remote-support tools.
• Troubleshoot laptops, desktops, thin/zero clients, mobile devices, printers, peripherals, LAN/WAN/VPN/wireless connectivity, accounts, passwords, email, collaboration, and enterprise applications.
• Apply approved workarounds and escalate incidents exceeding authority, capability, or scope to field support, engineering, cybersecurity, application, or vendor teams.
• Recognize and immediately escalate outage signals, capturing symptoms, affected users and locations, start time, impact, and troubleshooting performed; support Severity (SEV) 1 and SEV 2 response.
• Own assigned tickets through resolution, keep customers informed of status and next steps, confirm restoration and satisfaction before closure, and reopen or re-escalate when issues recur.
• Participate in shift handoffs and support VIP incidents and requests per priority-support procedures.
• Provide technical guidance to Journeyman analysts, review complex tickets, and assist leadership with queue monitoring, backlog reduction, and workload balancing.
• Perform ticket-quality reviews when assigned and reinforce consistent documentation, communication, and escalation practices.
• Identify recurring incidents and knowledge gaps, recommend new or updated articles or automated resolutions, and contribute to problem and known-error records.
• Protect sensitive information, meet response and resolution targets, and provide ticket and queue data for status reports.

Required:

• Associate’s degree in Information Technology or a related field, or equivalent professional experience.
• Minimum of six (6) years of relevant service-desk, help-desk, desktop-support, or end-user support experience.
• Experience documenting, troubleshooting, resolving, and escalating complex Tier 1/2 incidents and requests using an enterprise ITSM platform.
• Working knowledge of hardware, operating systems, productivity software, user accounts, networks, remote access, and enterprise applications.
• Ability to recognize and escalate potential outages and maintain complete, accurate ticket documentation. Ability to provide technical guidance to less-experienced personnel.
• Strong customer-service and communication skills, and ability to work assigned shifts and after-hours, weekend, holiday, or surge coverage.

Preferred:

• Experience using ServiceNow in a multi-tier enterprise service desk supporting federal or DoD users.
• Experience supporting geographically dispersed users in a 24/7/365 environment, including VIP or executive users. Experience supporting SEV 1 and SEV 2 incidents.
• Familiarity with ITIL incident, request, problem, knowledge, access, and service-level practices.
• Experience with remote-support, endpoint-management, directory-services, or knowledge-management tools.
• Experience providing peer mentoring or shift-lead support.

• Required: None.
• Preferred: CompTIA A+, CompTIA Network+, CompTIA Security+, or ITIL 4 Foundation.

Work Environment / Travel:

• Remote position; Chicago, IL–area candidates preferred.
• Must work assigned shifts within the program’s operating schedule and support after-hours, weekend, holiday, or surge coverage when required.

Administrative Notes:

Period of Performance: March 1, 2027 – February 28, 2033

Contract Start Date: March 1, 2027