Provides Tier 1 and Tier 2 service desk support in a secure environment. Responsibilities include troubleshooting endpoint, operating system, application, account, access, peripheral, and basic network issues; managing tickets; assisting with password resets and access requests; communicating with users; supporting VIP incidents; and escalating complex issues to Tier 3 operations and engineering teams.
Description
The Service Desk Analyst will provide Tier 1 and Tier 2 support for end-user incidents and service requests in a secure customer environment. This role is responsible for issue intake, troubleshooting, resolution, ticket management, user communications, and timely escalation to Tier 3 Operations and Engineering teams when advanced technical expertise is required.
What You Will Do
* 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.
What We Expect of You
* 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 Miliary experience is a plus Pay range: $80,000 - $100,000 depending on experience and skill set. Annual bonus target of % subject to terms and conditions of plan Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials
* CDW is committed to being an AI-fluent organization
* We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
* About Us
* CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do.
* Together, we Make Amazing Happen.
* CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
The Service Desk Analyst will provide Tier 1 and Tier 2 support for end-user incidents and service requests in a secure customer environment. This role is responsible for issue intake, troubleshooting, resolution, ticket management, user communications, and timely escalation to Tier 3 Operations and Engineering teams when advanced technical expertise is required.
What You Will Do
* 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.
What We Expect of You
* 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 Miliary experience is a plus Pay range: $80,000 - $100,000 depending on experience and skill set. Annual bonus target of % subject to terms and conditions of plan Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials
* CDW is committed to being an AI-fluent organization
* We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
* About Us
* CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do.
* Together, we Make Amazing Happen.
* CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
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Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
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