Senior Service Desk Analyst

Computer World Services

. Serve as an experienced initial point of contact, receiving incidents and requests via telephone, email, web, self-service, monitoring, and escalation channels .

Posted 10/28/2026full-timeRemote • Illinois • United StatesSenior💰 $75,000 - $105,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in incident management and resolution within a service desk environment, utilizing ServiceNow and ITIL practices to support complex Tier 1/2 issues. Provides technical guidance and maintains high standards of customer service while managing sensitive information and ensuring compliance with security protocols.

Highest-signal resume keywords

ServiceNow ExperienceIncident ManagementTechnical GuidanceCustomer Service SkillsActive Secret Clearance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ResolutionTroubleshootingTicket DocumentationRemote SupportEndpoint ManagementNetwork ConnectivityOperating SystemsProductivity SoftwareUser Account ManagementITIL Practices

Soft Skills

Communication SkillsCustomer ServiceMentoringWorkload BalancingCollaboration

Tools & Technologies

ServiceNowRemote-Support ToolsKnowledge Management ToolsDirectory ServicesEndpoint Management Tools

Certifications & Qualifications

CompTIA A+CompTIA Network+CompTIA Security+ITIL 4 Foundation

Industry Keywords

Service DeskHelp DeskDesktop SupportEnd-User SupportSEV 1 IncidentsSEV 2 IncidentsFederal UsersDoD Users24/7 SupportVIP Support

Tech Stack

Tools & technologies

Cyber SecurityITSMServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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