Senior Tier 1/2 Service Desk Analyst Remote & VIP Support

Computer World Services Corp.; North Chicago (IL); Remote; USD 75,000 - 105,000; Full time

Job summary

Computer World Services, Corp. (CWS) seeks Senior Tier 1/2 Service Desk Analysts to provide experienced customer-facing technical support for the USMEPCOM ENLIST program.

This remote role is based near the Chicago area and requires handling incidents, creating ServiceNow tickets, and escalating complex issues while ensuring timely restoration and customer satisfaction. Responsibilities include triage, logging, troubleshooting across hardware, software, networks, and enterprise apps, and guiding

Qualifications

• Associate’s degree in Information Technology or a related field, or equivalent professional experience.
• Minimum of six (6) years of relevant service-desk, help-desk, desktop-support, or end-user support experience.
• Experience documenting, troubleshooting, resolving, and escalating complex Tier 1/2 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 recognize and provide technical guidance to less-experienced personnel.
• Strong customer-service and communication skills, and ability to work assigned shifts and after-hours, weekend, holiday, or surge coverage.

Responsibilities

• Serve as an experienced 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 and complex Tier 1/2 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 escalat… 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.
• Provide technical guidance to Journeyman analysts, review complex tickets, and assist leadership with queue monitoring, backlog reduction, and workload balancing.
• Perform ticket-quality reviews when assigned and reinforce consistent documentation, communication, and escalation practices.
• 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

Customer service

Communication skills

Shift flexibility

VIP support experience

Education

Associate’s degree in IT or related field

Tools

ServiceNow

ITSM platform

Remote support tools

Job description

Computer World Services, Corp. (CWS) seeks Senior Tier 1/2 Service Desk Analysts to provide experienced customer-facing technical support for the USMEPCOM ENLIST program.

This remote role is based near the Chicago area and requires handling incidents, creating ServiceNow tickets, and escalating complex issues while ensuring timely restoration and customer satisfaction. Responsibilities include triage, logging, troubleshooting across hardware, software, networks, and enterprise apps, and guiding