Tier 1/2 Service Desk Analyst (Senior)

Computer World Services, Corp. (CWS) seeks Senior Tier 1/2 Service Desk Analysts to provide experienced 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. Senior Analysts handle complex or high-priority cases within the Tier 1/2 scope and provide technical guidance to less-experienced personnel. 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 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. App