Senior Tier 1/2 Service Desk Lead — Remote

Computer World Services Corp.; Oregon; Hybrid; USD 75,000 - 105,000; Full time

Benefits offered by this job

Remote position

Job summary

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

You will document interactions in ServiceNow, resolve approved Tier 1/2 issues, and escalate complex cases to appropriate teams. Responsibilities include supporting hardware, software, networks, VPNs, and enterprise applications; mentoring Juniors; and ensuring quality ticketing and timely updates while maintaining security

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.

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 elevate incidents exceeding authority, capability, or scope to field support, engineering, cybersecurity, application, or vendor teams.

Skills

ServiceNow

ITSM

Customer service

Incident management

Technical support

Education

Associate's Degree in IT or related field

Active Secret clearance or higher

Tools

ServiceNow

Job description

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

You will document interactions in ServiceNow, resolve approved Tier 1/2 issues, and escalate complex cases to appropriate teams. Responsibilities include supporting hardware, software, networks, VPNs, and enterprise applications; mentoring Juniors; and ensuring quality ticketing and timely updates while maintaining security