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Computer World Services Corp. (CWS) · 6 hours ago

Help Desk Specialist I (Copyright)

Washington, DC

Full-time

Onsite

Entry Level

$50K/yr - $59K/yr

1+ years exp

Computer World Services Corp. (CWS) is seeking a Help Desk Specialist I to provide front-line customer service and technical support to end users. The role involves troubleshooting and resolving incidents, managing tickets, and coordinating with higher-tier personnel while maintaining a high level of customer satisfaction.

ComputerInformation TechnologySoftwareVirtual Reality

Senior Management

No H1B

Security Clearance Required

U.S. Citizen Only

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