TS/SCI End-User Support Pro | Tier 1–2 Desk

TEKsystems; Herndon (VA); On-site; USD 80,000 - 100,000; Full time

Job summary

TEKsystems in Herndon, VA is seeking a Service Desk Analyst to provide Tier 1 and Tier 2 support for end-user incidents and service requests in a secure environment. You will manage tickets from intake to resolution, communicate clearly with users, and escalate complex issues to Tier 3 when needed.

The role focuses on troubleshooting desktops, laptops, email, Office apps, and basic network connectivity, with on-site support for VIP users and adherence to security procedures.

Qualifications

• Experience providing Tier 1 and Tier 2 service desk or end-user support in an enterprise environment.
• Hands-on experience with Active Directory, ticketing systems, and ITIL-like processes.
• Strong communication, problem-solving, and follow-through skills.

Responsibilities

• Provide Tier 1 and Tier 2 support for end-user incidents and service requests.
• Create, document, update, and manage support tickets through incident lifecycle.
• Troubleshoot desktop, laptop, workstation, endpoint, OS, and application issues.
• Support Office applications, email, collaboration platforms, and business apps.
• Assist with password resets, access, and shared drive issues within procedures.
• Escalate complex issues to Tier 3 Operations and Engineering as needed.
• Communicate clearly with users about status, steps, and expectations.
• Coordinate basic network triage and escalation for network-related issues.
• Deliver responsive support for VIP users and high-priority incidents.

Skills

Active directory

jira

cisco

Troubleshooting

Customer service

Service desk

Job description

TEKsystems in Herndon, VA is seeking a Service Desk Analyst to provide Tier 1 and Tier 2 support for end-user incidents and service requests in a secure environment. You will manage tickets from intake to resolution, communicate clearly with users, and escalate complex issues to Tier 3 when needed.

The role focuses on troubleshooting desktops, laptops, email, Office apps, and basic network connectivity, with on-site support for VIP users and adherence to security procedures.