Elite TS/SCI End-User Support Pro

CDW; Seal Beach (CA); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Annual bonus

Benefits overview

Job summary

CDW in Seal Beach, CA seeks a Service Desk Analyst to provide Tier 1 and 2 end-user support in a secure customer environment. You will handle incidents, service requests, ticket lifecycles, and clear user communications, escalating when advanced engineering is needed.

The role requires active TS/SCI clearance, enterprise help desk experience, and strong knowledge of desktop, OS, and application support. You will work with IT teams to resolve issues, support VIP users, and follow security and

Qualifications

• 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.

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.

Skills

Tier 1/2 support

Customer service

Communication

Ticketing systems

Troubleshooting

End-user support

Tools

Ticketing systems

Job description

CDW in Seal Beach, CA seeks a Service Desk Analyst to provide Tier 1 and 2 end-user support in a secure customer environment. You will handle incidents, service requests, ticket lifecycles, and clear user communications, escalating when advanced engineering is needed.

The role requires active TS/SCI clearance, enterprise help desk experience, and strong knowledge of desktop, OS, and application support. You will work with IT teams to resolve issues, support VIP users, and follow security and