Customer Support Technician Tier II VIP

Job Description
Computer World Services Corp (CWS) is seeking a detail-oriented and results-driven Customer Support Technician - Tier II VIP to provide advanced technical support for VIP users and high-touch clients. This role is critical in ensuring the seamless operation of IT systems and user satisfaction through professional and timely resolution of technical issues. The ideal candidate will possess in-depth technical expertise, excellent communication skills, and a proactive approach to troubleshooting and customer service.

Key Tasks & Responsibilities:
• Technical Support:
• Provide phone, email, web, and in-person support for IT issues, including e-mail, directories, operating systems, desktop applications, and custom applications deployed under this contract.
• Serve as the first point of contact for troubleshooting hardware/software issues, supporting both PC and Mac systems, and resolving printer problems.
• Deliver VIP and high-touch Tier 2+ support, ensuring prompt and professional assistance to executives and high-priority users.
• System and Asset Management:
• Assist with configuration, operation, and optimization of IT systems and assets.
• Perform system capacity analysis, planning, and resource utilization optimization.
• Provide guidance to users in accessing and using business systems effectively.
• Customer Interaction:
• Deliver exceptional customer service while clearly communicating technical solutions to users with varying levels of technical expertise.
• Follow up with users to confirm issue resolution and maintain a positive support experience.
• Technical Knowledge:
• Stay informed about system updates, configurations, and newly deployed applications under the contract.
• Provide users with best practices and guidance to optimize system use and prevent recurring issues.
• Device Management and Repairs:
• Build, configure, and maintain desktop and endpoint devices.
• Perform advanced hardware repairs, including Tier 3+ physical support and Dell hardware
• Documentation and Reporting:
• Accurately log issues, solutions, and resolutions in the ticketing system.
• Contribute to maintaining and enhancing knowledge base articles for frequently encountered issues.

Education & Experience:
• Qualifications and Skills:
• Minimum of 5–7 years of experience in IT support roles, particularly in high-touch, VIP environments.
• Expertise in supporting complex IT requirements and high-demand users.
• Advanced knowledge of operating systems, desktop and endpoint device management, and hardware troubleshooting.
• Preferred Skills:
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, or Jira).
• Familiarity with remote support tools and methodologies.
• Proven ability to manage and resolve escalated support issues with professionalism and efficiency.
• Experience with system capacity analysis and planning.
• Excellent interpersonal and communication skills to interact effectively with users at all organizational levels.

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 at [email protected].