Senior Service Desk Analyst

Job not on LinkedIn

🔥 0 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $75k - $105k / year

⏰ Full Time

🟠 Senior

🧐 Analyst

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Computer World Services

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🎖️ Defense

📦 Logistics

Consulting • Defense • Logistics

Computer World Services is a federal-focused IT services firm that provides digital transformation, process optimization, and technology innovation to Defense and civilian federal customers. With over 30 years of hands-on experience, the company delivers enterprise-wide IT solutions and professional services, supports contract vehicles for the federal market, and emphasizes quality, compliance, and high-performance program ratings.

📋 Description

• Serve as an experienced 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 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, 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 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 • 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

🎯 Requirements

• Associate’s degree in Information Technology or a related field, or equivalent professional experience • Minimum of six (6) 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 after-hours, weekend, holiday, or surge coverage • Active Secret clearance or higher is required • Experience using ServiceNow in a multi-tier enterprise service desk supporting federal or DoD users preferred • Experience supporting geographically dispersed users in a 24/7/365 environment, including VIP or executive users, preferred • Experience supporting SEV 1 and SEV 2 incidents preferred • Familiarity with ITIL incident, request, problem, knowledge, access, and service-level practices preferred • Experience with remote-support, endpoint-management, directory-services, or knowledge-management tools preferred • Experience providing peer mentoring or shift-lead support preferred • CompTIA A+, CompTIA Network+, CompTIA Security+, or ITIL 4 Foundation preferred

🏖️ Benefits

• Affirmative action and equal employment opportunity • Reasonable accommodations for individuals with disabilities • After-hours, weekend, holiday, or surge coverage opportunities/requirements