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.
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 organizationWe'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.
