Help Desk Specialist II (CRS)

Job Description
The Help Desk Specialist II provides advanced customer service and technical support, serving as a primary escalation point for complex issues. This position supports end users across multiple channels—including phone, email, chat, remote tools, and in person—and is responsible for resolving incidents beyond the capabilities of entry-level staff. The Specialist II delivers concierge-level service, performs in-depth troubleshooting, documents all work in the ticketing system, and ensures timely resolution in accordance with SLAs, policies, and procedures. This role may serve as a task lead, providing functional guidance, training, and quality assurance for Help Desk Specialist I personnel.

Key Tasks & Responsibilities :
• Technical Support
• Provide end-to-end technical support for all end user devices, standard desktop software, Windows OS, email, printing, MS Office / M365, connectivity, and access issues.
• Support applications and conference room A/V equipment.
• Diagnose and resolve moderate to complex incidents on first contact when possible.
• Perform and validate ad hoc database queries or updates when authorized.
• Serve as the escalation point for unresolved issues.
• Customer Service & Contact Channels
• Provide responsive, professional support through multiple channels. Telephone, email, chat/IM, remote tools, Teams/Zoom, and in-person assistance.
• Respond to walk-ins, scheduled appointments, and self-service submissions.
• Deliver concierge-style service for tickets escalated to ensure follow-through, status tracking, approvals coordination, and timely updates to customers.
• Incident Management & Documentation
• Receive, categorize, document, research, and resolve or escalate all incidents and service requests in accordance with processes, standards, and SLA timelines.
• Escalate potential defects or system issues via the Service Disruption Reporting process.
• Track, monitor, and update tickets throughout their lifecycle, ensuring accurate and complete documentation.
• Embedded Support
• Provide hands-on, onsite support within office spaces.
• Act as a rapid response technician during work-stoppage scenarios, performing immediate triage, implementing workarounds, or escalating issues promptly.
• Maintain availability during core hours, remaining logged into call center/hotline when not assisting users directly.
• Monitor email, chat, and text communications while away from the desk during the workday.
• Quality Assurance, Reporting & Metrics
• Assist with research, trend analysis, and weekly metrics reporting.
• Support quality control efforts by reviewing ticket accuracy, timeliness, and customer satisfaction indicators.
• Contribute to the development or refinement of help desk processes, knowledge base articles, procedures, and scripts.
• Leadership, Training & Guidance
• Provide functional guidance, mentoring, and technical support to Help Desk Specialist I staff.
• Offer training and coaching to improve resolution rates and service consistency.
• Serve as a task lead when assigned, supporting workflow coordination, ticket queue management, and escalation handling.

Education & Experience:
• Minimum General Experience
• Minimum of four (4) years in customer service or technical support operations
• Minimum Education
• High School Diploma

Certifications:
• ITIL certification v4 preferred.

Security Clearance:
• Ability to obtain Public Trust clearance.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.):
• Onsite at customer location

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].