Remote Service Desk Analyst — Tier 1/2 Support

Computer World Services Corp.; North Chicago (IL); Remote; USD 60,000 - 90,000; Full time

Job summary

Computer World Services Corp. is seeking Tier 1/2 Service Desk Analysts to provide customer-facing technical support for the USMEPCOM ENLIST program from a remote Chicago area setting.

You will handle incidents via multiple channels, document with ServiceNow, and escalate complex issues to appropriate teams. Ideal candidates bring 3+ years in service-desk roles, strong customer service, and ITSM experience.

Qualifications

• Associate’s degree in IT or related field, or equivalent professional experience.
• Minimum 3 years service-desk, help-desk, desktop-support, or end-user support experience.
• Experience documenting, troubleshooting, resolving, and escalating incidents and requests using an enterprise ITSM platform.
• Working knowledge of hardware, operating systems, productivity software, user accounts, networks, remote access, and enterprise applications.
• Ability to recognize and escalates potential outages and maintain complete, accurate ticket documentation.
• Strong customer-service and communication skills, and ability to work assigned shifts and after-hours, weekend, holiday, or surge coverage.

Responsibilities

• Serve as an initial point of contact, receiving incidents and requests via telephone, email, web, self-service, monitoring, and escalation channels.
• Create complete ServiceNow records, verify customer and impact information, and categorize, prioritize, assign, and route tickets per approved procedures.
• Resolve first-contact issues using approved procedures, scripts, knowledge articles, and remote-support tools.
• Troubleshoot laptops, desktops, thin/zero clients, mobile devices, printers, peripherals, LAN/WAN/VPN/wireless connectivity, accounts, passwords, email, collaboration, and enterprise applications.
• Apply approved workarounds and escalates incidents exceeding authority, capability, or scope to field support, engineering, cybersecurity, application, or vendor teams.
• Recognize and immediately escalates outage signals, capturing symptoms, affected users and locations, start time, impact, and troubleshooting performed; support Severity (SEV) 1 and SEV 2 response.
• Own assigned tickets through resolution, keep customers informed of status and next steps, confirm restoration and satisfaction before closure, and reopen or re-escalate when issues recur.
• Participate in shift handoffs and support VIP incidents and requests per priority-support procedures.
• Identify recurring incidents and knowledge gaps, recommend new or updated articles or automated resolutions, and contribute to problem and known-error records.
• Protect sensitive information, meet response and resolution targets, and provide ticket and queue data for status reports.

Skills

Service desk

Customer service

Communication

Remote support

Ticketing

Education

Associate's degree in IT

Tools

ServiceNow

ITSM tools

Job description

Computer World Services Corp. is seeking Tier 1/2 Service Desk Analysts to provide customer-facing technical support for the USMEPCOM ENLIST program from a remote Chicago area setting.

You will handle incidents via multiple channels, document with ServiceNow, and escalate complex issues to appropriate teams. Ideal candidates bring 3+ years in service-desk roles, strong customer service, and ITSM experience.