Tier 1/2 Service Desk Analyst (Senior)

Computer World Services•North Chicago, IL

10d•$75,000 - $105,000•Remote

About The Position

Computer World Services, Corp. (CWS) seeks Senior Tier 1/2 Service Desk Analysts to provide experienced, customer-facing technical support for the USMEPCOM ENLIST program. Analysts receive incidents and service requests, resolve approved first-contact and authorized Tier 2 issues, document interactions in ServiceNow, confirm service restoration, and escalate issues requiring advanced assistance. Senior Analysts handle complex or high-priority cases within the Tier 1/2 scope and provide technical guidance to less-experienced personnel. The role supports hardware, software, networks, telecommunications, portals, system access, audio-visual equipment, and connectivity. Analysts also recognize and rapidly escalate potential outage signals to service-desk leadership and the Outage Response Team. This is a remote position, with Chicago, Illinois-area candidates preferred. Analysts work assigned shifts within the program’s operating schedule and may need to support after-hours, weekend, holiday, or surge coverage. The period of performance is March 1, 2027 through February 28, 2033, with a contract start date of March 1, 2027. Applicants acknowledge and consent to having their resume included in an active competitive Government contract bid. The role requires an active Secret clearance or higher. Salary is $75,000–$105,000 per year.

Requirements

Associate’s degree in Information Technology or a related field, or equivalent professional experience.
At least six years of relevant service-desk, help-desk, desktop-support, or end-user support experience.
Experience documenting, troubleshooting, resolving, and escalating complex Tier 1/2 incidents and requests using an enterprise ITSM platform.
Working knowledge of hardware, operating systems, productivity software, user accounts, networks, remote access, and enterprise applications.
Ability to recognize and escalate potential outages and maintain complete, accurate ticket documentation.
Ability to provide technical guidance to less-experienced personnel.
Strong customer-service and communication skills.
Ability to work assigned shifts and provide after-hours, weekend, holiday, or surge coverage.
Active Secret clearance or higher.

Nice To Haves

Experience using ServiceNow in a multi-tier enterprise service desk supporting federal or DoD users.
Experience supporting geographically dispersed users in a 24/7/365 environment, including VIP or executive users.
Experience supporting SEV 1 and SEV 2 incidents.
Familiarity with ITIL incident, request, problem, knowledge, access, and service-level practices.
Experience with remote-support, endpoint-management, directory-services, or knowledge-management tools.
Experience providing peer mentoring or shift-lead support.
CompTIA A+, CompTIA Network+, CompTIA Security+, or ITIL 4 Foundation certification.

Responsibilities

Serve as an experienced initial point of contact for incidents and requests received by telephone, email, web, self-service, monitoring, and escalation channels.
Create complete ServiceNow records; verify customer and impact information; and categorize, prioritize, assign, and route tickets according to approved procedures.
Resolve first-contact and complex Tier 1/2 issues using approved procedures, scripts, knowledge articles, and remote-support tools.
Troubleshoot laptops, desktops, thin/zero clients, mobile devices, printers, peripherals, LAN/WAN/VPN/wireless connectivity, accounts, passwords, email, collaboration tools, and enterprise applications.
Apply approved workarounds and escalate incidents outside the analyst’s authority, capability, or scope to field support, engineering, cybersecurity, application, or vendor teams.
Recognize and immediately escalate outage signals, capturing symptoms, affected users and locations, start time, impact, and troubleshooting performed; support SEV 1 and SEV 2 response.
Own assigned tickets through resolution, keep customers informed of status and next steps, confirm restoration and satisfaction before closure, and reopen or re-escalate recurring issues.
Participate in shift handoffs and support VIP incidents and requests according to priority-support procedures.
Provide technical guidance to Journeyman analysts, review complex tickets, and assist leadership with queue monitoring, backlog reduction, and workload balancing.
Perform ticket-quality reviews when assigned and reinforce consistent documentation, communication, and escalation practices.
Identify recurring incidents and knowledge gaps; recommend new or updated articles or automated resolutions; and contribute to problem and known-error records.
Protect sensitive information, meet response and resolution targets, and provide ticket and queue data for status reports.