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Customer Service Professional II - Windows

Computer World Services Corp (CWS) is seeking a detail-oriented and results-driven Customer Service Professional II - Windows who is responsible for providing intermediate to advanced technical support for Windows-based systems within an enterprise environment. This role supports end users by troubleshooting hardware, software, and operating system issues, while ensuring timely resolution of service requests and maintaining high levels of customer satisfaction. The position serves as a Tier 2-3 support resource, handling escalated issues from Tier 1-2 support and contributing to efficient service delivery, system reliability, and continuous improvement of IT support processes.

Key Tasks & Responsibilities

• Provide Tier 2-3 support for Windows desktops, laptops, and related peripherals.
• Diagnose and resolve hardware, software, and operating system issues.
• Troubleshoot problems related to enterprise applications, email systems, and directory services (e.g., Active Directory).
• Support installation, configuration, and updates of Windows operating systems and applications.
• Escalate complex issues to higher-level support when necessary.
• Support setup, deployment, and maintenance of Windows-based systems.
• Verify system functionality and ensure compliance with organizational standards.
• Update and maintain asset records in ITSM/ITAM systems (e.g., ServiceNow).
• Assist with inventory tracking and equipment lifecycle activities.

Customer Service & End-User Support

• Provide support via phone, email, web, and in-person channels.
• Respond to and resolve incidents and service requests in accordance with SLAs.
• Communicate clearly with users regarding issue status and resolution steps.
• Maintain a high level of customer satisfaction through professional service delivery.
• Document solutions and contribute to knowledge base articles.

Service Management & Documentation

• Accurately document incidents, requests, and resolutions in ITSM tools.
• Follow established processes for incident, request, and change management.
• Assist in tracking and reporting service metrics such as resolution time and ticket volume.
• Support compliance with IT policies, procedures, and security requirements.

Collaboration & Support

• Work closely with Help Desk, MAC teams, warehouse, and other IT support groups.
• Assist with deployments, relocations, and refresh projects.
• Provide guidance to Tier 1-2 support staff as needed.
• Participate in team meetings, training, and process improvement initiatives.

Required Skills & Competencies

• Experience troubleshooting hardware and software issues
• Familiarity with Active Directory and enterprise applications
• Experience with system imaging and deployment tools
• Strong customer service and communication skills
• Ability to manage multiple tasks and prioritize effectively

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, or Microsoft certifications
• ITIL Foundation certification
• Experience with ITSM tools (e.g., ServiceNow)
• Experience in federal or government IT environments

Work Environment

• Office and/or customer-site environment
• May require physical handling of IT equipment and on-site support

Education & Experience Education

• Associate or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)

Experience

• 3-5 years of experience in IT support or desktop support
• Experience supporting Windows operating systems in an enterprise environment
• Experience with Tier 2-3 troubleshooting preferred

Certifications

• Certifications such as CompTIA A+, Network+, or Microsoft certifications
• ITIL certification preferred.

Security Clearance

• Applicants must be able to obtain a Public Trust clearance

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations. Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources.