End User Support Specialist - TS/SCI Clearance

About the role

The Service Desk Analyst will provide Tier 1 and Tier 2 support for end-user incidents and service requests in a secure customer environment. This role is responsible for issue intake, troubleshooting, resolution, ticket management, user communications, and timely escalation to Tier 3 Operations and Engineering teams when advanced technical expertise is required.

Responsibilities

• Provide Tier 1 and Tier 2 support for end-user incidents, service requests, and general inquiries using the customer’s existing support tools and processes.
• Create, document, update, and manage support tickets throughout the incident and request lifecycle.
• Troubleshoot desktop, laptop, workstation, endpoint, operating system, application, peripheral, account, access, and basic network connectivity issues.
• Support Microsoft Office applications, email, collaboration platforms, and customer-specific business applications.
• Assist users with password resets, account lockouts, shared drive access, and other access-related issues within approved procedures.
• Provide clear and professional communications to end users, including ticket status updates, resolution steps, and escalation expectations.
• Perform basic network triage, issue isolation, and escalation coordination for network-related user issues.
• Route complex network, security, unified communications, and infrastructure issues to appropriate Tier 3 Operations and Engineering support teams.
• Deliver responsive support for VIP users and priority incidents in accordance with customer service expectations.
• Follow established security, documentation, escalation, and operational procedures in a classified or secure environment.

Requirements

• Active TS/SCI clearance required at time of hire.
• Experience providing Tier 1 and/or Tier 2 service desk, help desk, desktop support, or end-user support in an enterprise environment.
• Working knowledge of desktop and workstation troubleshooting, operating system support, endpoint support, and common productivity applications.
• Experience with ticketing systems, incident documentation, service request fulfillment, and escalation workflows.
• Ability to troubleshoot account, access, password, shared drive, peripheral, and basic connectivity issues.
• Strong customer service, communication, problem-solving, and follow-through skills.
• Ability to follow established processes, maintain accurate documentation, and operate effectively in a secure customer environment.

Pay

Pay range: $80,000 - $100,000 depending on experience and skill set. Annual bonus target of % subject to terms and conditions of plan. Salary ranges may be subject to geographic differentials.

Benefits

Benefits overview: https://cdw.benefit-info.com/