Customer Service Professional - Windows

Computer World Services Corp (CWS) is seeking a detail-oriented and results-driven professional to provide frontline technical support for Windows-based systems in an enterprise environment. This role serves as the first point of contact for end users, delivering timely and effective support for hardware, software, and operating system issues while ensuring a high level of customer satisfaction.

Responsibilities

• Provide system support for Windows desktops, laptops, and peripherals.
• Troubleshoot basic hardware, software, and operating system issues.
• Assist users with common issues related to email, applications, and system access.
• Perform basic system setup, configuration, and software installations.
• Assist with setup and deployment of Windows-based systems.
• Support basic hardware troubleshooting and peripheral setup (e.g., printers, monitors).
• Update asset records and support inventory tracking in ITAM systems (e.g., ServiceNow).
• Serve as a point of contact via phone, email, web, and in-person support.
• Log, track, and manage incidents and service requests in ITSM tools.
• Communicate clearly with users regarding issue status and next steps.
• Accurately document incidents, service requests, and resolutions.
• Follow established procedures for incident, request, and escalation management.
• Contribute to knowledge base articles and standard operating procedures.
• Ensure compliance with IT policies and security standards.
• Work closely with macOS teams and warehouse staff.
• Support equipment deployments, relocations, and refresh activities.
• Participate in training and team meetings to improve service delivery.

Requirements

• Basic knowledge of Windows operating systems and desktop environments.
• Familiarity with troubleshooting common hardware and software issues.
• Strong customer service and communication skills.
• Ability to follow processes and document work accurately.
• Ability to manage multiple tasks in a fast-paced environment.
• Associate degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 1–3 years of experience in IT support, help desk, or customer service.
• Experience supporting Windows operating systems preferred.
• Applicants must be able to obtain a Public Trust clearance.

Preferred Qualifications

• Experience with ITSM tools (e.g., ServiceNow).
• Experience in enterprise or government IT environments.
• Certifications such as CompTIA A+ or equivalent.
• ITIL certification preferred.

Work Environment

Office and/or customer-site environment. May require physical handling of IT equipment and on-site support.