The Role
The Help Desk Specialist I provides technical support and customer service, resolving incidents and service requests while documenting and escalating when necessary.
Summary Generated by Built In
Job Description
The Help Desk Specialist I provides front-line, customer service and technical support to end users. This position receives, documents, categorizes, and fully resolves incidents or service requests possible on first contact, escalating when necessary. This role requires strong communication, customer service skills, and the ability to follow established procedures for documenting issues, managing tickets, and coordinating with higher-tier personnel.
Key Tasks & Responsibilities
- Interacting with customers via telephone, email, and online forms to troubleshoot and resolve incidents involving networks, accounts, and IT services.
- Using a trouble ticket management system to receive, document, categorize, assign, and track all customer incidents and requests.
- Providing first-contact resolution for routine technical issues and customer service inquiries.
- Coordinating escalations to technicians and other specialized teams as needed.
- Assisting the Help Desk Supervisor in documenting procedures, call scripts, workflows, and escalation processes.
- Tracking and monitoring issues to ensure timely resolution in accordance with defined service levels.
- Responding to client questions regarding system operation, account access, registration processes, and security requirements.
- Supporting research activities, ticket trend analysis, and providing data for weekly and monthly metrics reports.
- Responsibilities include first-contact triage of account, deposit, and access issues, as well as escalation through established processes when required.
- Maintain 24/7/365 availability for support as part of the Contact Center team.
- Escalate suspected system defects, bugs, and service disruptions to development teams and product owners following the Service Disruption Reporting process.
- Prepare and contribute to daily statistical reports on Service Desk activities.
- Monitor and respond to customer satisfaction surveys and quality assurance feedback.
- Assist in preparing weekly quality assurance reports, including analysis of unresolved tickets and negative survey responses.
Education & Experience
- Minimum General Experience
- One to three (1-3) years of experience working in customer service 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].
Skills Required
- 1-3 years of experience in customer service operations
- High School Diploma
- ITIL certification v4
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The Company
What We Do
Computer World Services Corp. (CWS) is a provider of enterprise-wide IT solutions, digital transformation, and process optimization services. With over 30 years of experience, the company serves both Defense and Civilian federal government customers, focusing on delivering quality, value, and technological innovation. They are recognized for their consistent performance and high ratings in federal programs, maintaining a commitment to integrity and excellence in their service delivery.
