End User Support Specialist (Active TS/SCI)

TEKsystems; Satellite Beach (FL); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Sign-on bonus up to $10k

Job summary

CDW seeks a Service Desk Analyst to deliver Tier 1/2 end-user support in a secure environment. You will manage incidents, troubleshoot desktops and accounts, and coordinate with Tier 3 teams as needed.

Responsibilities include documenting tickets, supporting Office apps, and communicating status to users, with an emphasis on security procedures. Military experience is a plus.

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 Military experience is a plus

Responsibilities

• 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

Troubleshooting

Customer service

Service desk

Desktop

voip

Tools

Jira

Cisco

Job description

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 Satellite Beach, FL.

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/

Application Deadline

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

Workplace Type

This is a fully onsite position in Satellite Beach,FL.

Equal Opportunity Employment

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.

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.