End User Support Specialist (Active TS/SCI)

TEKsystems; Herndon (VA); Presencial; USD 80.000 - 100.000; Jornada completa

Descripción de la vacante

TEKsystems in Herndon, VA is seeking a Service Desk Analyst to provide Tier 1 and Tier 2 support for end-user incidents and service requests in a secure environment. You will manage tickets from intake to resolution, communicate clearly with users, and escalate complex issues to Tier 3 when needed.

The role focuses on troubleshooting desktops, laptops, email, Office apps, and basic network connectivity, with on-site support for VIP users and adherence to security procedures.

Formación

• Experience providing Tier 1 and Tier 2 service desk or end-user support in an enterprise environment.
• Hands-on experience with Active Directory, ticketing systems, and ITIL-like processes.
• Strong communication, problem-solving, and follow-through skills.

Responsabilidades

• Provide Tier 1 and Tier 2 support for end-user incidents and service requests.
• Create, document, update, and manage support tickets through incident lifecycle.
• Troubleshoot desktop, laptop, workstation, endpoint, OS, and application issues.
• Support Office applications, email, collaboration platforms, and business apps.
• Assist with password resets, access, and shared drive issues within procedures.
• Escalate complex issues to Tier 3 Operations and Engineering as needed.
• Communicate clearly with users about status, steps, and expectations.
• Coordinate basic network triage and escalation for network-related issues.
• Deliver responsive support for VIP users and high-priority incidents.

Conocimientos

Active directory

jira

cisco

Troubleshooting

Customer service

Service desk

Descripción del empleo

Description

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.

What You Will Do

Provide Tier 1 and Tier 2 support for end-user incidents, service requests, and general inquiries using the customers 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

Active directory, jira, cisco, Troubleshooting, Customer service, Service desk, Desktop, voip

Top Skills Details

Active directory,jira,cisco,Troubleshooting,Customer service,Service desk

Additional Skills & 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.

Pervious Miliary experience is a plus

Experience Level

Intermediate Level

Job Type & Location

This is a Permanent position based out of Herndon, VA.

Pay and Benefits

The pay range for this position is $80000.00 - $100000.00/yr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

CDW can pay up to $10k for sign on bonus for the right candidates Benefits overview: https://cdw.benefit-info.com/

Job Type & Location

This is a Permanent position based out of Herndon, VA.

Application Deadline

This position is anticipated to close on Nov 23, 2026.

Workplace Type

This is a fully onsite position in Herndon,VA.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands‑on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.