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Computerworld · 2 weeks ago

Customer Support Technician Tier II VIP

Morrisville, NC

Full-time

Hybrid

Senior Level

5+ years exp

Computer World Services Corp (CWS) is seeking a detail-oriented and results-driven Customer Support Technician - Tier II VIP to provide advanced technical support for VIP users and high-touch clients. This role is critical in ensuring the seamless operation of IT systems and user satisfaction through professional and timely resolution of technical issues.

Information TechnologyNews

No H1B

Security Clearance Required

Responsibilities

Provide phone, email, web, and in-person support for IT issues, including e-mail, directories, operating systems, desktop applications, and custom applications deployed under this contract

Serve as the first point of contact for troubleshooting hardware/software issues, supporting both PC and Mac systems, and resolving printer problems

Deliver VIP and high-touch Tier 2+ support, ensuring prompt and professional assistance to executives and high-priority users

Assist with configuration, operation, and optimization of IT systems and assets

Perform system capacity analysis, planning, and resource utilization optimization

Provide guidance to users in accessing and using business systems effectively

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

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

Build, configure, and maintain desktop and endpoint devices

Perform advanced hardware repairs, including Tier 3+ physical support and Dell hardware

Accurately log issues, solutions, and resolutions in the ticketing system

Contribute to maintaining and enhancing knowledge base articles for frequently encountered issues

Qualification

Advanced IT supportOperating systems knowledgeDesktop device managementTicketing systems experienceHardware troubleshootingRemote support toolsSystem capacity analysisProactive troubleshootingCustomer serviceProfessionalismCustomer follow-upKnowledge base contributionPublic Trust clearance eligibilityITIL certificationCompTIA A+Microsoft Certified ProfessionalDell Certified Systems EngineerCommunication skillsInterpersonal skillsDocumentation skillsTeam collaborationProblem-solvingAttention to detailAdaptabilityTime management