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 esc