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 Technical Support & Troubleshooting
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
Required Skills & Competencies
Strong knowledge of Windows operating systems and desktop environments
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
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 at hr@cwsc.com.