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Role Overview:
- Provide Tier 1/2 service desk support for USMEPCOM ENLIST, resolving incidents and service requests.
- Serve as the first point of contact for hardware, software, network, account, and connectivity issues.
Responsibilities:
- Document every interaction in ServiceNow and follow approved diagnostic and escalation procedures.
- Recognize and escalate potential outages while keeping customers informed throughout resolution.
Qualifications:
- Requires an active Secret clearance and three years of relevant end-user support experience.
- Experience with enterprise ticketing systems, hardware/software troubleshooting, and clear customer communication is needed.
Work Environment:
- Remote position with Chicago-area candidates preferred.
- Analysts must support assigned shifts, including after-hours and surge coverage when required.
DecisionPoint Corporation
DecisionPoint Corporation is a technology services company that supports government programs, including the USMEPCOM ENLIST service desk. It emphasizes customer-focused support, accurate documentation, and collaboration across remote technical teams.