Customer Service Professional

Customer Support Technician (Tier II)

Computer World Services Corp (CWS) is seeking a highly skilled and motivated Customer Support Technician (Tier II) to provide exceptional support to our users in various technical areas. As a Tier II technician, you will serve as a key point of contact for troubleshooting, resolving technical issues, and ensuring seamless operation across a range of systems and applications. Your responsibilities will span phone, email, web, and in-person support for both hardware and software issues.

Key Tasks & Responsibilities

• Provide tier-2 support for technical issues involving e-mail, directories, computer operating systems, desktop applications, and proprietary applications deployed under this contract.
• Troubleshoot and resolve hardware and software issues for all types of computer systems (PC and Mac) and printers.
• Respond to and resolve customer inquiries via phone, email, and in-person support, maintaining professionalism and efficiency.
• Handle the escalation of more complex technical issues to senior technical support teams when required.
• Assist with the installation, configuration, and maintenance of desktop and endpoint devices, ensuring all systems and applications function correctly.
• Maintain up-to-date knowledge of current software and hardware technologies to provide accurate and efficient troubleshooting.
• Offer guidance to end-users on troubleshooting steps, ensuring proper resolution and satisfaction.
• Contribute to improving technical documentation, knowledge base, and troubleshooting procedures to enhance support efficiency.

Education & Experience

• Experience: Minimum of 2-4 years of experience in a customer support or technical support role, ideally providing Tier 2+ support for desktop and endpoint devices.
• Technical Skills: Expertise in building, maintaining, and troubleshooting both Windows and Mac operating systems, desktop applications, and hardware components.
• Certifications: MS Certified Professional (MCP) or equivalent certification required. Additional certifications in related technologies will be a plus.
• Strong Communication: Ability to effectively communicate technical information to both technical and non-technical users.
• Problem-Solving: Strong troubleshooting and problem-solving skills to quickly and accurately identify and resolve technical issues.
• Customer-Focused: Exceptional customer service skills with the ability to remain calm and patient under pressure.
• Team-Oriented: Ability to work collaboratively within a team to resolve complex technical challenges.
• Preferred Skills:
• Experience supporting enterprise-level applications.
• Familiarity with remote support tools and troubleshooting techniques.
• Knowledge of networking fundamentals and security protocols.
• Experience with mobile device support.

Certifications

• Microsoft Certified Professional (MCP)
• CompTIA A+
• Dell Certified Systems Engineer
• ITIL certification v4 preferred.

Security Clearance

• Applicants must be eligible to obtain Public Trust clearance.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

• Potential hybrid work available for this position.

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.