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Tier 1/2 Service Desk Analyst (Journeyman)

5 hours, 52 minutes ago
United States
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
Apply Now
CWS

CWS

CWS Computer World Services Corp. is a leading IT service provider specializing in digital transformation and high-end IT services for the federal market, offering innovative solutions and quality services to government clients worldwide.

IT Services
201-500
Founded 1990
View All Jobs 20

Description

  • Receive incidents and service requests through phone, email, web, self-service, monitoring, and escalation channels.
  • Create, validate, categorize, prioritize, assign, route, and document tickets in ServiceNow.
  • Resolve first-contact and authorized Tier 2 issues using approved procedures, knowledge articles, scripts, and remote-support tools.
  • Troubleshoot end-user devices, peripherals, accounts, software, enterprise applications, and LAN/WAN/VPN/wireless connectivity.
  • Apply approved workarounds and escalate issues to field support, engineering, cybersecurity, application, or vendor teams as needed.
  • Identify and immediately escalate potential outage signals and support SEV 1 and SEV 2 incident response.
  • Own assigned tickets through resolution, communicate status to customers, and confirm restoration before closure.
  • Participate in shift handoffs and provide priority support for VIP incidents and requests.
  • Identify recurring issues and knowledge gaps, contributing to knowledge articles, automated resolutions, and problem records.
  • Protect sensitive information, meet service targets, and provide ticket and queue data for status reporting.

Requirements

  • Active Secret clearance or higher.
  • Associate’s degree in Information Technology or a related field, or equivalent professional experience.
  • At least 3 years of service desk, help desk, desktop support, or end-user support experience.
  • Experience documenting, troubleshooting, resolving, and escalating incidents through an enterprise ITSM platform.
  • Working knowledge of hardware, operating systems, productivity software, user accounts, networks, remote access, and enterprise applications.
  • Ability to recognize potential outages and maintain complete, accurate ticket documentation.
  • Strong customer service and communication skills.
  • Ability to work assigned shifts and provide after-hours, weekend, holiday, or surge coverage when required.
  • ServiceNow experience in a multi-tier enterprise service desk supporting federal or DoD users (preferred).
  • Familiarity with ITIL practices; CompTIA A+, Network+, Security+, or ITIL 4 Foundation certification; and remote-support, endpoint-management, directory-services, or knowledge-management tools (preferred).

Benefits

  • Remote work arrangement, with Chicago-area candidates preferred.
  • Reasonable accommodations for qualified individuals with disabilities during the application process and employment.

Interested in this position?

Apply directly on the company website

Apply Now

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