Help Desk Specialist I — 24/7 Frontline IT Support

Computer World Services; Washington; On-site; USD 42,000 - 56,000; Full time

Job summary

Computer World Services is seeking a Help Desk Specialist I to deliver front-line customer service and technical support to end users. You will handle incidents from initial contact to resolution, document procedures, and coordinate with higher-tier teams.

This role requires strong communication and a commitment to documented processes. The position involves 24/7/365 availability as part of the Contact Center, onsite at the customer location, and potential ITIL v4 certification preference.

Qualifications

• 1–3 years of experience in customer service operations.
• High School Diploma required.
• ITIL v4 certification preferred.

Responsibilities

• Interact with customers via telephone, email, and online forms to troubleshoot incidents.
• Use a ticketing system to document, categorize, assign, and track incidents.
• Provide first-contact resolution for routine issues.
• Coordinate with technicians and teams for escalations.
• Maintain 24/7/365 availability as part of the Contact Center team.
• Prepare daily and weekly reports on service desk activities.

Skills

Customer service

Troubleshooting

Incident management

Communication skills

Ticketing system

Education

High School Diploma

Tools

Ticketing system

Job description

Computer World Services is seeking a Help Desk Specialist I to deliver front-line customer service and technical support to end users. You will handle incidents from initial contact to resolution, document procedures, and coordinate with higher-tier teams.

This role requires strong communication and a commitment to documented processes. The position involves 24/7/365 availability as part of the Contact Center, onsite at the customer location, and potential ITIL v4 certification preference.