Provide Tier 2 IT operations and end-user support for DHS environments. The resource will support daily operations, troubleshooting, installation, configuration, and maintenance of desktop hardware, software, peripherals, and related IT services.
Key Tasks & Responsibilities
- Install, configure, test, troubleshoot, and maintain workstations, laptops, peripherals, and software.
- Respond to and document incidents and service requests through the ITSM tool.
- Perform hardware/software troubleshooting and replacement.
- Provide walk-up and on-site end-user support.
- Provide after-hours, night, and weekend support as required, including during operational or emergent situations.
- Maintain documentation and operational records.
- Support other IT operations activities as assigned.
Key Responsibilities
Education & Experience
- Bachelor’s degree or equivalent combination of education and experience.
- 6 years of relevant IT experience.
- Experience supporting Windows desktop/laptop environments.
- Experience with hardware/software installation, configuration, troubleshooting, and maintenance.
- Experience working with an IT Service Management (ITSM) tool and incident/service request management.
- Knowledge of ITIL or comparable IT service management practices.
- Strong customer service and communication skills.
- Ability to provide on-site support within the NCR as required.
- Ability to provide night, weekend, holiday, or after-hours support as needed.
Minimum Qualifications
Certifications
- Preferred: ITIL certification and relevant technical certifications.
Security Clearance
- Candidate must possess DHS Suitability background investigation or be eligible to qualify for DHS Entry of Duty background investigation followed by DHS Public Trust Clearance
Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
- None
Skills Required
- Bachelor's degree or equivalent combination of education and experience
- 6 years of relevant IT experience
- Experience supporting Windows desktop and laptop environments
- Experience with hardware and software installation, configuration, troubleshooting, and maintenance
- Experience using an IT Service Management tool for incident and service request management
- Knowledge of ITIL or comparable IT service management practices
- Strong customer service and communication skills
- Ability to provide on-site support within the National Capital Region
- Ability to provide night, weekend, holiday, or after-hours support
- ITIL certification and relevant technical certifications
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.
