Journeyman Service Desk Analyst
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Job Summary
Providing customer-facing technical support, the full-time Tier 1/2 Service Desk Analyst will handle incidents and service requests for the USMEPCOM ENLIST program, performing Tier 1 and authorized Tier 2 support while working remotely with a preference for Chicago-area candidates.
Key responsibilities
- Serve as the initial point of contact for technical support, documenting incidents and requests in ServiceNow
- Resolve approved first-contact issues and escalate complex problems to specialized teams as needed
- Monitor and manage assigned tickets, ensuring accurate communication and customer satisfaction throughout the resolution process
Required qualifications
- 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 in service desk or technical support roles
- Experience with enterprise ticketing systems and troubleshooting technical incidents
- Working knowledge of computer hardware, operating systems, and networks
Complete Job Description
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