Senior Service Desk Analyst

Job Summary

Providing experienced customer-facing technical support, the full-time Senior Service Desk Analyst will manage incidents and service requests for the USMEPCOM ENLIST program remotely, resolving Tier 1/2 issues and offering guidance to less-experienced personnel.

Key Responsibilities

• Serve as the initial point of contact for incidents and requests via various channels, ensuring accurate ticket creation and prioritization
• Troubleshoot and resolve complex Tier 1/2 issues related to hardware, software, and network connectivity while documenting interactions in ServiceNow
• Recognize and escalate potential outages, providing technical guidance to junior analysts and maintaining ticket quality and documentation standards

Required Qualifications

• Associate's degree in Information Technology or a related field, or equivalent professional experience
• Minimum of six years of relevant service-desk or end-user support experience
• Experience with an enterprise ITSM platform for documenting and resolving complex incidents
• Working knowledge of hardware, operating systems, and enterprise applications
• Ability to maintain accurate ticket documentation and provide technical guidance to less-experienced personnel