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Tier 1/2 Service Desk Analyst (Senior)

5 hours, 1 minute ago
United States
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Cybersecurity
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 and manage incidents and service requests through phone, email, web, self-service, monitoring, and escalation channels.
  • Create, categorize, prioritize, assign, route, and maintain complete ServiceNow ticket records.
  • Resolve first-contact and complex Tier 1/2 incidents using approved procedures, knowledge articles, and remote-support tools.
  • Troubleshoot end-user devices, peripherals, connectivity, accounts, email, collaboration tools, and enterprise applications.
  • Escalate issues outside Tier 1/2 authority or scope to appropriate technical, cybersecurity, application, vendor, or field-support teams.
  • Identify and immediately escalate potential outages; support SEV 1 and SEV 2 incident response.
  • Own assigned tickets through resolution, communicate status to customers, and confirm restoration before closure.
  • Support VIP requests, shift handoffs, queue monitoring, backlog reduction, and workload balancing.
  • Provide technical guidance to Journeyman analysts, review complex tickets, and reinforce documentation and escalation practices.
  • Identify recurring issues and knowledge gaps and contribute to knowledge articles, automated resolutions, and problem records.

Requirements

  • Associate’s degree in Information Technology or a related field, or equivalent professional experience.
  • At least 6 years of relevant service desk, help desk, desktop support, or end-user support experience.
  • Active Secret security clearance or higher.
  • Experience documenting, troubleshooting, resolving, and escalating complex Tier 1/2 incidents using 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, maintain accurate ticket documentation, and mentor less-experienced personnel.
  • Strong customer-service and communication skills.
  • Ability to work assigned shifts and provide after-hours, weekend, holiday, or surge coverage as required.
  • ServiceNow experience in a multi-tier enterprise desk supporting federal or DoD users (preferred).
  • Experience supporting 24/7/365, geographically dispersed, VIP, or SEV 1/SEV 2 environments; ITIL 4 Foundation or CompTIA A+/Network+/Security+ certification preferred.

Benefits

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

Interested in this position?

Apply directly on the company website

Apply Now

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