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Help Desk Specialist II Lead (CRS) at Computer World Services Corp. (CWS)
Computer World Services Corp. (CWS)Washington, DC·3d ago
LeadFull-timeGoRustAWSAPIAI
Salary Range
$69,000 - $81,000 /year
About the Role
We are seeking a Help Desk Specialist Lead to serve as a senior technical and operational point of contact within the Help Desk team. This role provides advanced support while leading day-to-day service operations, coordinating workflow, mentoring staff, and ensuring efficient handling of incidents and service requests in compliance with SLAs and policies.
Key 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
- →Lead rapid response efforts during work stoppage events, performing triage and implementing workarounds
- →Coordinate daily Help Desk operations including queue monitoring, ticket assignment, and prioritization
- →Mentor, coach, and train Help Desk Specialist I and II staff to improve technical proficiency
- →Deliver concierge-style support for escalated incidents and requests across multiple channels
- →Ensure tickets are accurately documented, categorized, updated, and resolved within SLA timeframes
- →Prepare, review, and contribute to daily and weekly metrics reports and analyze recurring issues
- →Provide onsite coverage within divisions and support conference room A/V equipment
Requirements
- ✓Minimum 4-5 years in customer service or technical support operations
- ✓High School Diploma
- ✓ITIL certification v4 preferred
- ✓Ability to obtain Public Trust clearance
- ✓Onsite work at customer location
