Computer World Services Corp. (CWS) ยท 20 hours ago
Help Desk Specialist II (CRS)
Washington, DC
Full-time
Onsite
Mid Level
$59K/yr - $70K/yr
4+ years expComputer World Services Corp. (CWS) is seeking a Help Desk Specialist II to provide advanced customer service and technical support. This role involves resolving complex issues, delivering concierge-level service, and mentoring junior staff while ensuring timely incident resolution in accordance with established policies and procedures.
ComputerInformation TechnologySoftwareVirtual Reality
No H1B
Security Clearance Required
Responsibilities
Provide end-to-end technical support for all end user devices, standard desktop software, Windows OS, email, printing, MS Office / M365, connectivity, and access issues
Support applications and conference room A/V equipment
Diagnose and resolve moderate to complex incidents on first contact when possible
Perform and validate ad hoc database queries or updates when authorized
Serve as the escalation point for unresolved issues
Provide responsive, professional support through multiple channels
Respond to walk-ins, scheduled appointments, and self-service submissions
Deliver concierge-style service for tickets escalated to ensure follow-through, status tracking, approvals coordination, and timely updates to customers
Receive, categorize, document, research, and resolve or escalate all incidents and service requests in accordance with processes, standards, and SLA timelines
Escalate potential defects or system issues via the Service Disruption Reporting process
Track, monitor, and update tickets throughout their lifecycle, ensuring accurate and complete documentation
Provide hands-on, onsite support within office spaces
Act as a rapid response technician during work-stoppage scenarios, performing immediate triage, implementing workarounds, or escalating issues promptly
Maintain availability during core hours, remaining logged into call center/hotline when not assisting users directly
Monitor email, chat, and text communications while away from the desk during the workday
Assist with research, trend analysis, and weekly metrics reporting
Support quality control efforts by reviewing ticket accuracy, timeliness, and customer satisfaction indicators
Contribute to the development or refinement of help desk processes, knowledge base articles, procedures, and scripts
Provide functional guidance, mentoring, and technical support to Help Desk Specialist I staff
Offer training and coaching to improve resolution rates and service consistency
Serve as a task lead when assigned, supporting workflow coordination, ticket queue management, and escalation handling
Qualification
Required
Minimum of four (4) years in customer service or technical support operations
High School Diploma
Ability to obtain Public Trust clearance
Preferred
ITIL certification v4 preferred
Company
Computer World Services Corp. (CWS)
Computer World Services Corp. is an information technology company specializing in end to end network operations and IT solutions.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Farrukh Hameed
Founder and CEO
Company data provided by crunchbase