VIP Enterprise IT Support Specialist (TS/SCI)

CDW group; Florida; On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Annual bonus

Benefits overview

Job summary

CDW is seeking a Service Desk Analyst to provide Tier 1 and Tier 2 end-user support in a secure environment. You will manage tickets, troubleshoot devices and software, and escalate complex issues to Tier 3 as needed.

The role requires experience with incident documentation, strong communication, and adherence to security procedures. A government-grade security posture is expected, with annual bonus potential.

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.
• Ability to troubleshoot account, access, password, shared drive, peripheral, and basic connectivity issues.
• 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.
• Pervious Military experience is a plus

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

TS/SCI clearance

Tier 1 support

Tier 2 support

Ticketing systems

Customer service

Security procedures

Tools

Ticketing systems

Job description

CDW is seeking a Service Desk Analyst to provide Tier 1 and Tier 2 end-user support in a secure environment. You will manage tickets, troubleshoot devices and software, and escalate complex issues to Tier 3 as needed.

The role requires experience with incident documentation, strong communication, and adherence to security procedures. A government-grade security posture is expected, with annual bonus potential.