Customer Service Professional II - Windows

Key Tasks & Responsibilities

Technical Support & Troubleshooting

Provide Tier 2-3 support for Windows desktops, laptops, and related peripherals.

Diagnose and resolve hardware, software, and operating system issues.

Troubleshoot problems related to enterprise applications, email systems, and directory services (e.g., Active Directory).

Support installation, configuration, and updates of Windows operating systems and applications.

Escalate complex issues to higher-level support when necessary.

Support setup, deployment, and maintenance of Windows-based systems.

Verify system functionality and ensure compliance with organizational standards.

Update and maintain asset records in ITSM/ITAM systems (e.g., ServiceNow).

Assist with inventory tracking and equipment lifecycle activities.

Customer Service & End-User Support

Provide support via phone, email, web, and in-person channels.

Respond to and resolve incidents and service requests in accordance with SLAs.

Communicate clearly with users regarding issue status and resolution steps.

Maintain a high level of customer satisfaction through professional service delivery.

Document solutions and contribute to knowledge base articles.

Service Management & Documentation

Accurately document incidents, requests, and resolutions in ITSM tools.

Follow established processes for incident, request, and change management.

Assist in tracking and reporting service metrics such as resolution time and ticket volume.

Support compliance with IT policies, procedures, and security requirements.

Collaboration & Support

Work closely with Help Desk, MAC teams, warehouse, and other IT support groups.

Assist with deployments, relocations, and refresh projects.

Provide guidance to Tier 1-2 support staff as needed.

Participate in team meetings, training, and process improvement initiatives.

Required Skills & Competencies

Experience troubleshooting hardware and software issues

Familiarity with Active Directory and enterprise applications

Experience with system imaging and deployment tools

Strong customer service and communication skills

Ability to manage multiple tasks and prioritize effectively

Preferred Qualifications

Certifications such as CompTIA A+, Network+, or Microsoft certifications

ITIL Foundation certification

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

Experience in federal or government IT environments

Work Environment

Office and/or customer-site environment

May require physical handling of IT equipment and on-site support

Required Skills & Competencies

Strong knowledge of Windows operating systems and desktop environments

Experience troubleshooting hardware and software issues

Familiarity with Active Directory and enterprise applications

Experience with system imaging and deployment tools

Strong customer service and communication skills

Ability to manage multiple tasks and prioritize effectively

Preferred Qualifications

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

Experience in federal 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 or Bachelor’s degree in Information Technology, Computer Science, or related field

(or equivalent experience)

Experience

3–5 years of experience in IT support or desktop support

Experience supporting Windows operating systems in an enterprise environment

Experience with Tier 2-3 troubleshooting preferred

Certifications

Certifications such as CompTIA A+, Network+, or Microsoft certifications

ITIL certification preferred.

Security Clearance

Applicants must be able to obtain a Public Trust clearance