Customer Service Professional - Windows

Key Tasks & Responsibilities

Technical Support & Troubleshooting

Provide system support for Windows desktops, laptops, and peripherals.

Troubleshoot basic hardware, software, and operating system issues.

Assist users with common issues related to email, applications, and system access.

Perform basic system setup, configuration, and software installations.

Assist with setup and deployment of Windows-based systems.

Support basic hardware troubleshooting and peripheral setup (e.g., printers, monitors).

Update asset records and support inventory tracking in ITAM systems (e.g., ServiceNow).

Ensure proper handling and documentation of assigned equipment.

Customer Service & End-User Support

Serve as a point of contact via phone, email, web, and in-person support.

Log, track, and manage incidents and service requests in ITSM tools.

Communicate clearly with users regarding issue status and next steps.

Provide courteous, professional, and responsive customer service.

Maintain high levels of customer satisfaction and adherence to SLAs.

Service Management & Documentation

Accurately document incidents, service requests, and resolutions.

Follow established procedures for incident, request, and escalation management.

Contribute to knowledge base articles and standard operating procedures.

Ensure compliance with IT policies and security standards.

Collaboration & Support

Work closely with macOS teams, and warehouse staff.

Support equipment deployments, relocations, and refresh activities.

Participate in training and team meetings to improve service delivery.

Required Skills & Competencies

Basic knowledge of Windows operating systems and desktop environments

Familiarity with troubleshooting common hardware and software issues

Strong customer service and communication skills

Ability to follow processes and document work accurately

Ability to manage multiple tasks in a fast-paced environment

Preferred Qualifications

Experience with ITSM tools (e.g., ServiceNow)

Experience in enterprise 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 degree in Information Technology, Computer Science, or related field

(or equivalent experience)

Experience

1–3 years of experience in IT support, help desk, or customer service

Experience supporting Windows operating systems preferred

Certifications

Certifications such as CompTIA A+ or equivalent

ITIL certification preferred

Security Clearance

Applicants must be able to obtain a Public Trust clearance