Service-Desk-Analyst, IT-Support-Specialist, Technical-Support-Specialist Jobs

This opportunity is ideal for IT support professionals with hands-on experience in Level 1 and Level 2 service desk operations, incident management, and technical troubleshooting. Candidates should be comfortable working in a 24x7 Service Desk environment and supporting systems that require compliance with CLETS requirements.

What You'll Do:

• Provide Level 1 and Level 2 IT support for desktops, laptops, mobile devices, Microsoft 365, and network connectivity.
• Troubleshoot technical issues and resolve incidents and service requests.
• Manage incidents, service requests, and escalations through ServiceNow or similar IT service management platforms.
• Support law enforcement-related systems in compliance with CLETS requirements.
• Perform basic Network Operations Center (NOC) alert triage and coordinate escalations when needed.
• Maintain accurate technical documentation and follow established procedures.
• Meet defined service-level agreements (SLAs) and support service desk performance goals.
• Work rotational shifts to support a 24x7 Service Desk environment.

Requirements:

• Active CLETS certification (mandatory).
• Previous experience providing Level 1 and Level 2 IT Service Desk or Help Desk support.
• Hands-on experience with ServiceNow or similar IT service management (ITSM) platforms.
• Strong knowledge of Windows operating systems, Microsoft 365, and network connectivity.
• Experience with remote troubleshooting and technical issue resolution.
• Familiarity with ITIL processes, incident management, and security protocols.
• Ability to work rotational shifts in a 24x7 support environment.
• Strong communication, problem-solving, and documentation skills.

Nice to Haves:

• Previous experience supporting public-sector or government IT environments.
• Experience supporting law enforcement technology systems.
• Familiarity with basic Network Operations Center (NOC) operations and alert triage.
• Experience working with service-level agreements (SLAs) and IT service management processes.

Additional Information

• Long-term contract opportunity supporting a public-sector IT services engagement.
• Candidates must have CLETS certification to be considered.
• Availability for rotational shifts in a 24x7 Service Desk environment is required.
• Candidates should be prepared to provide their resume and CLETS certification or attestation.
• Please include your relevant IT support experience, current location, expected hourly rate, and availability when applying.

An enterprise client is seeking an experienced CLETS-Certified IT Service Desk Analyst (L1/L2) to support a long-term public-sector IT services engagement.

The selected consultant will provide technical support for law enforcement-related systems, helping maintain reliable IT services while following applicable security requirements and operational procedures.

Originally posted on Himalayas

Overview

DecisionPoint seeks two Tier 1/2 Service Desk Analysts to provide customer-facing technical support for the USMEPCOM ENLIST program. These positions receive incidents and service requests, resolve approved first-contact issues, perform Tier 2 system-support activities within their authorized scope, and escalate problems requiring advanced technical or engineering assistance.

The Tier 1/2 Service Desk Analysts serve as initial points of contact for issues involving computer hardware, software, networks, telecommunications, websites, portals, system access, audio-visual equipment, and connectivity. Analysts document each interaction in ServiceNow, perform approved diagnostic and recovery procedures, keep customers informed, and confirm that service has been restored before closing tickets.

These positions also play an important role in outage identification. Analysts recognize patterns and mission-impacting symptoms, preserve relevant information, and rapidly escalate potential outage signals to service-desk leadership and the Outage Response Team.

These positions are remote, with Chicago-area candidates preferred. Analysts must be able to work assigned shifts within the program’s operating schedule and support after-hours 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 & Responsibilities

The Tier 1/2 Service Desk Analyst will:

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

• Receive incidents and service requests through approved channels, including telephone, email, website, self-service portal, monitoring notification, or direct escalation.

• Create complete and accurate ServiceNow records for all customer contacts, incidents, requests, and technical actions.

• Verify customer information, contact details, affected services, location, urgency, business impact, and relevant equipment or system identifiers.

• Categorize, prioritize, assign, and route incidents and requests according to approved procedures.

• Resolve approved first-contact issues using established technical procedures, scripts, diagnostic tools, and knowledge articles.

• Provide Tier 1 and authorized Tier 2 support for computer hardware, software, operating systems, networks, telecommunications, websites, portals, system access, audio-visual equipment, and connectivity.

• Troubleshoot laptops, desktops, zero clients, thin clients, mobile devices, printers, peripherals, and related end-user equipment.

• Diagnose basic LAN, WAN, VPN, wireless, internet, remote-access, and network-connectivity issues.

• Support approved account, password, authentication, and access-management requests.

• Troubleshoot common email, collaboration, browser, productivity software, and enterprise-application issues.

• Provide remote technical assistance and guide users through approved diagnostic and corrective procedures.

• Use approved knowledge articles, known-error information, field guides, and standard operating procedures to resolve incidents consistently.

• Apply approved temporary workarounds when permanent resolution is not immediately available.

• Escalate incidents that exceed the analyst’s authority, technical capability, resolution timeframe, or approved support scope.

• Route advanced issues to field support, system administration, network, application, cybersecurity, engineering, vendor, or other specialized teams.

• Recognize and immediately escalate outage signals, including multiple related incidents, loss of critical services, significant performance degradation, or widespread connectivity problems.

• Capture the initial symptoms, affected users, locations, systems, start time, business impact, and troubleshooting already performed before escalating a potential outage.

• Support SEV 1 and SEV 2 response by maintaining accurate ticket information and providing requested incident details.

• Monitor assigned tickets and update status, troubleshooting notes, customer communications, escalations, dependencies, and resolution information.

• Maintain ownership of assigned tickets through resolution, approved reassignment, or formal escalation.

• Communicate expected next steps, known workarounds, status changes, delays, and restoration information to customers.

• Confirm with each customer that the reported issue has been resolved and verify satisfaction with the service provided.

• Ensure tickets contain complete resolution notes, applicable knowledge references, closure codes, and customer confirmation before closure.

• Reopen or re-escalate tickets when restoration is incomplete or the issue recurs.

• Participate in shift handoffs and communicate open priority tickets, outages, VIP issues, escalations, and pending customer actions.

• Support VIP incidents and requests in accordance with approved priority-support procedures.

• Identify recurring incidents, ineffective workarounds, missing knowledge, and common customer pain points.

• Recommend new or updated knowledge articles, troubleshooting guidance, automated resolutions, or process improvements.

• Contribute technical information to problem records, known-error entries, incident analyses, and root-cause reviews.

• Follow approved incident, request, access, problem, knowledge, escalation, security, and customer-communication processes.

• Protect sensitive, personal, and Government information during all customer-support activities.

• Meet established response, update, escalation, and resolution targets.

• Provide ticket, queue, incident, and customer-support information for daily status reports and program reporting.

• Participate in required technical, security, customer-service, and process training.

Qualifications

Required Qualifications

Candidates must meet all of the following 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 experience providing 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 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.

• Strong customer-service, communication, organizational, and problem-solving skills.

• Ability to work assigned shifts and support after-hours, weekend, holiday, or surge coverage when required.

Preferred Qualifications

The following qualifications are preferred but are not required:

• CompTIA A+ certification.

• CompTIA Network+ certification.

• ITIL v4 Foundation certification.

• CompTIA Security+ certification.

• Experience using ServiceNow.

• Experience supporting federal or Department of Defense users.

• Experience working in a multi-tier enterprise service-desk environment.

• Experience providing remote support to geographically dispersed users.

• Experience supporting a 24/7/365 operational environment.

• Experience supporting VIP or executive users.

• Familiarity with ITIL incident, request, problem, knowledge, access, and service-level management practices.

• Experience using remote-support, endpoint-management, directory-services, or knowledge-management tools.

• Experience identifying ticket trends or contributing to known-error and problem-management activities.

Skills and Competencies

• Customer-focused technical support.

• First-contact troubleshooting and resolution.

• Clear verbal and written communication.

• Accurate ticket and incident documentation.

• Incident prioritization, routing, and escalation.

• Basic hardware, software, account, and network troubleshooting.

• Ability to follow approved procedures and knowledge content.

• Ability to recognize patterns and potential service outages.

• Ability to manage multiple tickets and changing priorities.

• Professionalism when assisting frustrated or time-sensitive customers.

• Strong attention to detail and consistent follow-through.

• Ability to collaborate effectively with remote technical teams.

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.

Originally posted on Himalayas

Originally posted on Himalayas

Overview

Description

The Service Desk Analyst (SDA) will support MRO’s internal employee base and external customers with technical assistance, administration, configuration, and provisioning of hardware and software across our internal systems and healthcare products. The SDA is a “Tier 1” resource and is envisioned for a new or emerging professional with 1-5 years of existing experience and a broad interest in technology platforms. The SDA’s primary functions, detailed below, include handling a broad scope of end-user and customer support tickets, including intake of issues into our JIRA Service Management Platform, identity management functions, device troubleshooting, and support of our proprietary healthcare applications.

Responsibilities

Major Responsibilities:

• End-User Support Ticketing: The SDA role will receive items submitted via our internal employees and external customers via our JIRA Service Management support portals and via telephone intake. Responsibilities include adequately identifying and classifying the issue (“ticket coding”), performing best steps to resolve using existing knowledge and/or documentation, and either resolving or escalating the issue to our “Tier 2” Support teams. Maintaining thorough, accurate, and timely ticket updates to reporters is essential.
• User Management: The SDA will frequently utilize a suite of technology platforms related to user management functions, including AD Manager, Entra ID, and our suite of proprietary healthcare applications. Typical activities involve administrative requests to add, remove, or modify access. Some activities require additional approval from parties within and outside of the Support organization.
• Troubleshooting and Remote Resolution: The SDA role is the first resolving party for the MRO technology organization and is a critical component to ensuring trouble tickets are closed promptly, accurately, and professionally for both internal employees and external customers. The SDA will utilize remote access tools to remotely connect and resolve issues reported or engage in direct phone calls or scheduled support sessions with issue reporters. While the primary goal is always to work to resolve an issue, the Service Desk is a fast-paced and high-volume team that requires individuals capable of differentiating between resolvable issues and those that would be better escalated. Excellent attention to detail and notetaking within the ticket is required to make the escalation process easier for both our internal team members and customers.
• Onboarding and Offboarding: The SDA role is vital to our employee lifecycle activities and is the responsible entity for ensuring that new MRO team members are provisioned the proper user accounts and access prior to their start date and terminated team members’ accounts are terminated within our agreed timeframes to comply with internal and external regulations. The SDA role works with partners in Desktop Support and a third-party provisioning entity to facilitate the delivery of required hardware to new hires as well as a collection mechanism for retrieving hardware from terminated team members.

Qualifications

General Skills:

• Strong customer service skills. Knack to make every interaction a positive one for MRO employees.
• Capability to learn new applications quickly, ask questions, and utilize all sources of knowledge (peers, documentation, media, AI) to grow proficiency.
• Capability to adhere to communicated processes and policies.
• Good communication skills in both written and verbal formats.
• Collaborator able to work with peers across various technical competencies to advance shared goals, resolve differences in technical opinions, understand nuance and perspectives between roles, and be open to learning wherever it presents itself.
• Ability to understand general requirements and translate them into actionable tasks.
• Able to build strong interpersonal relationships with colleagues working remotely throughout the US and India.
• Self-starter able to work under moderate supervision.

Technical/Domain Skills:

• Proficiency in utilizing Microsoft Office365 applications required.
• Proficiency in troubleshooting Office365, Windows10/11, and MacOS required.
• Experience with a remote access tool like Teamviewer or Splashtop a plus.
• Experience with Active Directory, Entra, and Office365 administration a plus.
• Experience with Microsoft Intune, JAMF, or other device management apps a plus.
• Experience with JIRA Service Management or comparable ITSM tool a plus.
• Experience with leveraging AI tools to improve technical or non-technical skillsets a plus.
• Experience with general networking concepts (routing, DNS, IP topology, VPN) a plus.

Preferred Qualifications:

• Certifications: Relevant Microsoft certifications (MCP, MTSA, MCSE) or CompTIA certifications (A+) a plus.

Education: Bachelor's degree in Information Technology or a related domain a plus.

Total CompensationBase pay is one element of the total compensation package. Eligible employees may also receive an annual cash bonus and have access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan.

Salary Range It is not typical for an individual to be hired at or near the top of the range. Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity.

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Originally posted on Himalayas