Secure End-User Support Specialist (TS/SCI)

CDW group; Patrick Space Force Base (FL); On-site; USD 80,000 - 100,000; Full time

Job summary

CDW is seeking a Service Desk Analyst to deliver Tier 1 and Tier 2 end‑user support in a secure, enterprise environment. You will manage incidents, guide users, and escalate advanced issues to Tier 3 teams while following established security procedures.

Expect responsibilities across desktop, OS, applications, password resets, and access issues, with strong focus on customer service and clear communications. Compensation includes a pay range of $80,000–$100,000 and annual bonus potential.

Qualifications

• Experience providing Tier 1/2 service desk or end-user support in an enterprise environment.
• Familiarity with ticketing systems and incident documentation.
• Strong customer service, communication, and problem-solving skills.

Responsibilities

• Provide Tier 1 and Tier 2 support for end-user incidents and service requests.
• Create, document, update, and manage support tickets throughout the lifecycle.
• Troubleshoot desktop, OS, applications, and basic network connectivity issues.
• Assist with password resets, account access, and shared drive access.
• Escalate complex issues to Tier 3 operations and engineering when needed.
• Maintain clear communications and adhere to security procedures in a classified environment.

Skills

Tier 1/2 support

End-user support

Ticketing systems

Customer service

Communication

Job description

CDW is seeking a Service Desk Analyst to deliver Tier 1 and Tier 2 end‑user support in a secure, enterprise environment. You will manage incidents, guide users, and escalate advanced issues to Tier 3 teams while following established security procedures.

Expect responsibilities across desktop, OS, applications, password resets, and access issues, with strong focus on customer service and clear communications. Compensation includes a pay range of $80,000–$100,000 and annual bonus potential.