TS/SCI End-User Support Specialist

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

Benefits offered by this job

Bonus program

Benefits package

Job summary

CDW is seeking a Service Desk Analyst to provide Tier 1 and Tier 2 support for end-user incidents and service requests in a secure enterprise environment. You will manage tickets, troubleshoot devices, software, accounts, and basic network connectivity, and escalate to Tier 3 when needed.

The role requires active TS/SCI clearance at hire, strong customer service and communication skills, and experience with ticketing systems.

Qualifications

• Excellent customer service and communication skills in a fast-paced enterprise setting.
• Experience handling Tier 1/2 support for end-user incidents and service requests.
• Strong problem-solving and troubleshooting abilities with attention to security procedures.
• Ability to document clearly and follow escalation paths and procedures.
• Prior military experience is a plus.

Responsibilities

• Provide Tier 1/2 support for end-user incidents and service requests.
• Create, document, update, and manage tickets through lifecycle.
• Troubleshoot desktops, laptops, OS, applications, and basic network issues.
• Assist with password resets, account access, and peripheral issues.
• Escalate complex issues to Tier 3 Operations and Engineering as needed.

Skills

Customer service

Communication

Problem solving

Follow-through

Security procedures

Tools

Ticketing systems

Job description

CDW is seeking a Service Desk Analyst to provide Tier 1 and Tier 2 support for end-user incidents and service requests in a secure enterprise environment. You will manage tickets, troubleshoot devices, software, accounts, and basic network connectivity, and escalate to Tier 3 when needed.

The role requires active TS/SCI clearance at hire, strong customer service and communication skills, and experience with ticketing systems.