TS/SCI End User Support Specialist — VIP Secure Help Desk

CO1046 Sirius Federal, LLC

United States

On-site

USD 80,000 - 100,000

Full time

3 days ago

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Benefits offered by this job

Benefits overview

Annual bonus

Job summary

CDW is seeking an experienced Service Desk professional in the United States to provide Tier 1 and Tier 2 end-user support, manage incidents and requests, and troubleshoot hardware, OS, applications, and access issues. You will document tickets, communicate status, coordinate escalations to Tier 3, and ensure security procedures are followed in a classified or secure environment.

Active TS/SCI clearance is required at hire.

Qualifications

Active TS/SCI clearance required at time of hire.
Experience providing Tier 1 and Tier 2 service desk in an enterprise environment.
Working knowledge of desktop and workstation troubleshooting, OS 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 end-user support for incidents, service requests, and inquiries.
Document, update, and manage tickets throughout the incident lifecycle.
Troubleshoot desktop, OS, applications, peripherals, and basic network connectivity issues.
Assist users with password resets, access issues, and drive access.
Coordinate escalations to Tier 3 and communicate status to users.