PiTech Solutions is partnering with Computer World Services Corp (CWS) and is seeking a skilled and customer-oriented Help Desk Specialist / Customer Support Technician to provide comprehensive technical support across various platforms. As Tier II support for technical issues, you will assist users via phone, email, web, and in-person, troubleshooting a wide range of hardware, software, and system challenges. The ideal candidate will possess strong communication skills, technical expertise, and a dedication to delivering an excellent user experience.
- User Support:
- Provide technical assistance to users on email, directory access, operating systems, and desktop applications for various computer systems.
- Support applications developed or deployed under this contract, ensuring user satisfaction and issue resolution.
- Troubleshooting:
- Serve as Tier II support for diagnosing and resolving hardware/software issues, including desktops, laptops (PC and Mac), and printers.
- Escalate unresolved issues to the appropriate support teams, ensuring proper documentation and follow-through.
- 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.
- 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.
- Required Qualifications:
- Experience: 2–4 years of experience in a help desk, technical support, or customer service role.
- Technical Proficiency:
- Expertise with Windows and macOS operating systems.
- Familiarity with email systems, directory services, and common desktop applications.
- Competence in troubleshooting hardware, software, and peripherals like printers.
- Soft Skills:
- Strong customer service and communication skills, both written and verbal.
- Effective problem-solving and multitasking abilities in a fast-paced environment.
- Dependable team player with attention to detail and a proactive mindset.
- Preferred Qualifications:
- Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate.
- Experience with ticketing systems (e.g., ServiceNow, Zendesk, or Jira).
- Familiarity with remote support tools and methodologies
Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate. ITIL certification v4 preferred.
Ability to obtain Public Trust clearance.
Potential hybrid work available for this position.