Customer Service Professional

Job DescriptionComputer 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 & ResponsibilitiesProvide 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 & ExperienceMinimum of 2‐4 years of experience in a customer support or technical support role, ideally providing Tier 2+ support for desktop and endpoint devices.Expertise in building, maintaining, and troubleshooting both Windows and Mac operating systems, desktop applications, and hardware components.Strong communication and customer‐focused skills, with the ability to remain calm and patient under pressure.Problem‐solving skills to quickly and accurately identify and resolve technical issues.Team‐oriented ability to work collaboratively within a team to resolve complex technical challenges.Preferred skills: enterprise‐level application support, remote support tools, networking fundamentals, security protocols, mobile device support.CertificationsMicrosoft Certified Professional (MCP)CompTIA A+Dell Certified Systems EngineerITIL certification v4 (preferred)Security ClearanceApplicants must be eligible to obtain Public Trust clearance.OtherPotential hybrid work available for this position.Equal Employment OpportunityComputer 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 info@computerworldservices.com .We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.#J-18808-Ljbffr