TS/SCI End User Support Specialist - VIP & Secure

CDW; West Virginia; On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Annual bonus

Benefits portal

Job summary

CDW is seeking a Service Desk Analyst to provide Tier 1 and Tier 2 end-user support in a secure customer environment. You will handle incident intake, troubleshooting, resolution, ticket management, and timely escalation to Tier 3 when advanced expertise is required.

Responsibilities include ticketing, user communications, basic network triage, and supporting Office applications, email, and business apps. A TS/SCI clearance is required at hire, with a focus on security and precise documentation.

Qualifications

• Experience providing Tier 1/2 service desk in an enterprise environment.
• Strong communication and problem-solving skills.
• Ability to document and follow escalation workflows.
• Proficient with Office applications and basic network concepts.

Responsibilities

• Provide Tier 1 and Tier 2 end-user support for incidents and service requests using existing tools and processes.
• Create, update, and manage support tickets throughout the lifecycle.
• Troubleshoot desktop, OS, endpoints, applications, and basic network issues.
• Assist users with password resets, account access, and related issues.
• Escalate complex issues to Tier 3 Operations and Engineering where needed.
• Provide clear, professional ticket status updates and resolution steps.
• Coordinate network triage and escalation with Tier 3 teams.
• Deliver responsive support for VIP users and priority incidents.
• Follow established security, documentation, and escalation procedures in a secure environment.

Skills

Tier 1/2 support

Ticketing systems

Customer service

Security/compliance

Job description

CDW is seeking a Service Desk Analyst to provide Tier 1 and Tier 2 end-user support in a secure customer environment. You will handle incident intake, troubleshooting, resolution, ticket management, and timely escalation to Tier 3 when advanced expertise is required.

Responsibilities include ticketing, user communications, basic network triage, and supporting Office applications, email, and business apps. A TS/SCI clearance is required at hire, with a focus on security and precise documentation.