Tier 1/2 Service Desk Analyst (Journeyman)

Computer World Services, Corp. (CWS) seeks Tier 1/2 Service Desk Analysts to provide customer-facing technical support for the USMEPCOM ENLIST program. These positions receive incidents and service requests, resolve approved first-contact and authorized Tier 2 issues, document interactions in ServiceNow, confirm restoration, and escalate issues requiring advanced assistance. Analysts support hardware, software, networks, telecommunications, portals, system access, audio-visual equipment, and connectivity, and play an important role in recognizing and rapidly escalating potential outage signals to service-desk leadership and the Outage Response Team.

Key Tasks & Responsibilities • Serve as an initial point of contact, receiving incidents and requests via 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 per approved procedures. • Resolve first-contact 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, and enterprise applications. • Apply approved workarounds and escalate incidents exceeding 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 Severity (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 when issues recur. • Participate in shift handoffs and support VIP incidents and requests per priority-support procedures. • 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.

Education & Experience Required:

• Associate’s degree in Information Technology or a related field, or equivalent professional experience. • Minimum of three (3) years of relevant service-desk, help-desk, desktop-support, or end-user support experience. • Experience documenting, troubleshooting, resolving, and escalating 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. • Strong customer-service and communication skills, and ability to work assigned shifts and after-hours, weekend, holiday, or surge coverage.