TS/SCI End-User Support Specialist

CDW; Satellite Beach (FL); 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 end-user support in a secure enterprise environment. This role handles incident intake, troubleshooting, ticket management, user communications, and escalation to Tier 3 as needed.

You will support desk issues for desktops, OS, applications, and basic connectivity while maintaining professional communication and adherence to security procedures. A strong customer-service mindset is essential in handling VIP incidents.

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
• Strong customer service, communication, problem-solving, and follow-through skills.
• Ability to follow established processes, maintain accurate documentation, and operate effectively in a secure customer environment.

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

Customer service

Tier 1/2 support

Ticketing systems

Incident troubleshooting

Communication

Security clearance

Job description

CDW is seeking a Service Desk Analyst to provide Tier 1 and Tier 2 end-user support in a secure enterprise environment. This role handles incident intake, troubleshooting, ticket management, user communications, and escalation to Tier 3 as needed.

You will support desk issues for desktops, OS, applications, and basic connectivity while maintaining professional communication and adherence to security procedures. A strong customer-service mindset is essential in handling VIP incidents.