Tier 1/2 Service Desk Analyst (Journeyman)

Point 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 &

The Tier 1/2 Service Desk Analyst will: Serve