Help Desk Specialist II (CRS)

Help Desk Specialist II

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 and responsibilities include:

• 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.
• 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.
• 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.
• 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.
• 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.
• 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 and experience:

• Minimum of four (4) years in customer service or technical support operations.
• High School Diploma.

Certifications:

• ITIL certification v4 preferred.

Security clearance:

• Ability to obtain Public Trust clearance.

Other:

• Onsite at customer location.

$59,000 - $70,000 a year. The offered rate will be based on the selected candidate's knowledge, skills, abilities and/or experience and in consideration of internal parity. 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.