Computerworld · 3 weeks ago
Help Desk Specialist II (CRS)
Washington, DC
Full-time
Onsite
Mid Level
$59K/yr - $70K/yr
4+ years expComputer World Services is seeking a Help Desk Specialist II to provide advanced customer service and technical support as a primary escalation point for complex issues. The role involves supporting end users across multiple channels, delivering concierge-level service, and ensuring timely resolution of incidents while mentoring junior staff.
Information TechnologyNews
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. Telephone, email, chat/IM, remote tools, Teams/Zoom, and in-person assistance
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
Company
Computerworld
Computerworld is a Denmark-based media source aimed at professional IT users and IT decision makers at all levels.
51-200 employees
Funding
Current Stage
Growth StageRecent News
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