TS/SCI End-User Support Pro

CDW LLC.; Seal Beach (CA); On-site; USD 80,000 - 100,000; Full time

Job summary

CDW is seeking a Service Desk Analyst to provide Tier 1 and Tier 2 support for end-user incidents in a secure enterprise environment in Seal Beach, CA. You will handle ticketing, troubleshooting, and communications, escalating to Tier 3 when advanced expertise is required.

You will work with desktop OS, Office, and business applications, assisting users with password resets and access issues while adhering to security and process standards. This role reports to the IT Operations team.

Qualifications

• Active TS/SCI clearance required at time of hire.
• Experience providing Tier 1 and/or Tier 2 service desk, help desk, desktop support, or end-user support in an enterprise environment.
• Working knowledge of desktop and workstation troubleshooting, operating system support, endpoint support, and common productivity applications.
• Experience with ticketing systems, incident documentation, service request fulfillment, and escalation workflows
• Ability to troubleshoot account, access, password, shared drive, peripheral, and basic connectivity issues.

Responsibilities

• Provide Tier 1 and Tier 2 support for end-user incidents, service requests, and general inquiries using the customer’s existing support tools and processes.
• Create, document, update, and manage support tickets throughout the incident and request lifecycle.
• Troubleshoot desktop, laptop, workstation, endpoint, operating system, application, peripheral, account, access, and basic network connectivity issues.
• Support Microsoft Office applications, email, collaboration platforms, and customer-specific business applications.
• Assist users with password resets, account lockouts, shared drive access, and other access-related issues within approved procedures.
• Provide clear and professional communications to end users, including ticket status updates, resolution steps, and escalation expectations.
• Perform basic network triage, issue isolation, and escalation coordination for network-related user issues.
• Route complex network, security, unified communications, and infrastructure issues to appropriate Tier 3 Operations and Engineering support teams.
• Deliver responsive support for VIP users and priority incidents in accordance with customer service expectations.
• Follow established security, documentation, escalation, and operational procedures in a classified or secure environment.

Skills

TS/SCI clearance

Tier 1/2 support

Customer service

Communication

Troubleshooting

Tools

Ticketing systems

Job description

CDW is seeking a Service Desk Analyst to provide Tier 1 and Tier 2 support for end-user incidents in a secure enterprise environment in Seal Beach, CA. You will handle ticketing, troubleshooting, and communications, escalating to Tier 3 when advanced expertise is required.

You will work with desktop OS, Office, and business applications, assisting users with password resets and access issues while adhering to security and process standards. This role reports to the IT Operations team.