Tier 1/2 Service Desk Analyst (Journeyman)

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 elevate incidents exceeding authority, capability, or scope to field support, engineering, cybersecurity, application, or vendor teams. Recognize and immediately escalating 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 & ExperienceRequired: 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 elevate 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. Preferred: 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. Familiarity with ITIL incident, request, problem, knowledge, access, and service-level practices. Experience with remote-support, endpoint-management, directory-services, or knowledge-management tools. Certifications Required: None. Preferred: CompTIA A+, CompTIA Network+, CompTIA Security+, or ITIL 4 Foundation. Security Clearance Active Secret clearance or higher is required. Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)Work Environment / Travel: Remote position; Chicago, IL-area candidates preferred. Must work assigned shifts within the program's operating schedule and support after-hours, weekend, holiday, or surge coverage when required. Administrative Notes: Period of Performance: March 1, 2027 - February 28, 2033 Contract Start Date: March 1, 2027 Note: By applying to this position, the candidate acknowledges and consents to having their resume included in an active competitive Government contract bid. $60,000 - $90,000 a year The offered rate will be based on the selected candidate's knowledge, skills, abilities and/or experience and in consideration of internal parity. The posted range is appropriate for a typical candidate meeting, at a minimum, all the core requirements of the position. Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations. Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at . #J-18808-Ljbffr Computer World Services Corp.