Mission-Ready TS/SCI End-User Support Specialist

CDW LLC.; Vernon Hills (IL); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Annual bonus target

Benefits overview

Job summary

CDW LLC in Vernon Hills, IL is seeking a Service Desk Analyst to provide Tier 1 and 2 end-user support in a secure enterprise environment. You will manage incidents and service requests, troubleshoot across desktops, OS, apps, and networks, and escalate complex issues to Tier 3 as needed.

Requires TS/SCI clearance, proven experience with ticketing systems, and strong customer service and communication skills. This role emphasizes security, documentation, and timely, accurate updates to users.

Qualifications

• Active TS/SCI clearance required at time of hire.
• Experience providing Tier 1/2 service desk in an enterprise environment.
• Strong customer service, communication, and follow‑through skills.

Responsibilities

• Provide Tier 1 and Tier 2 support for end-user incidents and service requests using the customer’s tools and processes.
• Create, document, update, and manage support tickets throughout the incident and request lifecycle.
• Troubleshoot desktop, laptop, workstation, endpoint, OS, applications, peripherals, accounts, access, and basic network issues.
• Support Microsoft Office applications, email, collaboration platforms, and business applications.
• Assist users with password resets, account lockouts, shared drive access, and access issues.
• Provide clear and professional communications to end users, including ticket status updates and resolution steps.
• Perform basic network triage and escalate to Tier 3 for network-related issues.
• Route complex network, security, UC, and infrastructure issues to Tier 3 Operations and Engineering.
• Deliver responsive support for VIP users and priority incidents.
• Follow established security, documentation, escalation, and operational procedures in a classified or secure environment.

Skills

Customer service

Communication

Problem solving

Security awareness

Tools

Ticketing systems

Endpoint troubleshooting tools

Job description

CDW LLC in Vernon Hills, IL is seeking a Service Desk Analyst to provide Tier 1 and 2 end-user support in a secure enterprise environment. You will manage incidents and service requests, troubleshoot across desktops, OS, apps, and networks, and escalate complex issues to Tier 3 as needed.

Requires TS/SCI clearance, proven experience with ticketing systems, and strong customer service and communication skills. This role emphasizes security, documentation, and timely, accurate updates to users.