Computerworld · 3 weeks ago
Help Desk Specialist II Lead (CRS)
Washington, DC
Full-time
Onsite
Mid, Senior Level
$69K/yr - $81K/yr
4+ years expComputer World Services is seeking a Help Desk Specialist II – Lead who will serve as a senior technical and operational point of contact within the Help Desk team. This role involves leading day-to-day service operations, mentoring staff, and ensuring efficient handling of incidents and service requests while providing high-quality customer service.
Information TechnologyNews
No H1B
U.S. Citizen Only
Responsibilities
Provide advanced troubleshooting for complex hardware, software, A/V, Windows OS, M365, email, printing, connectivity, and business applications
Serve as the primary escalation point for technicians and embedded support staff
Perform root-cause analysis and coordinate with additional groups as needed
Lead rapid response efforts during work stoppage events, performing triage, implementing workarounds, and directing staff assignments
Coordinate daily Help Desk operations, including queue monitoring, ticket assignment, and prioritization
Ensure proper coverage during core hours by managing schedules, absences, and backup support assignments
Mentor, coach, and train Help Desk Specialist I and II staff to improve technical proficiency and first-contact resolution rates
Oversee onboarding and continuous training for new help desk personnel
Provide feedback to management on staff performance, workload, and operational trends
Deliver concierge-style support for escalated incidents and requests, ensuring comprehensive follow-through across approvals, licensing, onboarding, and department interactions
Respond via multiple channels—phone, email, chat/IM, remote tools, Teams/Zoom, walk-ins, and onsite visits within offices
Maintain high customer satisfaction by communicating professionally, setting clear expectations, and providing proactive follow-up
Ensure tickets are accurately documented, categorized, updated, and resolved within SLA timeframes
Conduct quality reviews of tickets created by team members, ensuring clarity, completeness, and adherence to policy
Escalate system defects or suspected bugs through the Service Disruption Reporting process
Monitor the ticket queue to ensure timely response and resolution across all channels
Prepare, review, and contribute to daily and weekly metrics reports, including trends, aging incidents, and service quality indicators
Analyze recurring issues and recommend process improvements, knowledge base updates, and training needs
Assist with developing or enhancing help desk procedures, scripts, workflows, and documentation
Provide onsite coverage within divisions, ensuring immediate support during core hours
Monitor email, chat, and mobile device notifications while away from the desk
Respond to dynamically assigned priorities as staff self-determined urgency levels
Support conference room A/V equipment and other technologies
Qualification
Required
Minimum of four to five (4-5) years in customer service or technical support operations
High School Diploma
Ability to obtain Public Trust clearance
Preferred
ITIL certification v4 preferred
Company
Computerworld
Computerworld is a Denmark-based media source aimed at professional IT users and IT decision makers at all levels.
51-200 employees
Funding
Current Stage
Growth StageRecent News
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