Tier 1/2 Service Desk Analyst – Journeyman

Computer World Services

. Serve as an 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 StatesMid-LevelSenior💰 $60,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident management and resolution within an IT service desk environment, utilizing ServiceNow and adhering to ITIL practices. Capable of providing exceptional customer service while managing technical issues across various hardware and software platforms.

Highest-signal resume keywords

ServiceNow ExperienceIncident ManagementCustomer Service SkillsITIL FamiliarityActive Secret Clearance

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingTicket DocumentationRemote SupportEndpoint ManagementNetwork ConnectivityOperating Systems KnowledgeProductivity Software ProficiencyUser Account ManagementIncident EscalationProblem Resolution

Soft Skills

Communication SkillsCustomer Service Orientation

Tools & Technologies

ServiceNowRemote-Support ToolsITSM PlatformsDirectory ServicesKnowledge Management Tools

Certifications & Qualifications

Associate’s Degree in Information TechnologyActive Secret Clearance

Industry Keywords

Service DeskHelp DeskDesktop SupportEnd-User SupportITIL PracticesFederal Users Support24/7 Support Environment

Tech Stack

Tools & technologies

Cyber SecurityITSMServiceNow

About the role

Key responsibilities & impact

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 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 recurring issues
Participate in shift handoffs and support VIP incidents and requests
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 three (3) years of relevant service-desk, help-desk, desktop-support, or end-user support experience
Experience documenting, troubleshooting, resolving, and escalating 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
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
Preferred: 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: 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