Senior Help Desk Specialist — Complex IT Support

Computer World Services; Washington (Washington County); On-site; USD 55,000 - 75,000; Full time

Job summary

Computer World Services in Washington state is seeking a Help Desk Specialist II to deliver concierge-level end-user support across channels, troubleshoot complex incidents, and serve as a primary escalation point. The role involves in-depth troubleshooting, documentation in the ticketing system, SLAs adherence, and possible leadership of junior staff, training, and quality assurance.

You will work with Windows OS, Office 365, connectivity, AV equipment, and adherence to policies while providing

Responsibilities

• Provide end-to-end technical support for end user devices and software.
• Support Windows OS, email, printing, MS Office / M365, connectivity, and access issues.
• Diagnose and resolve moderate to complex incidents on first contact when possible.
• Perform and validate ad hoc database queries or updates when authorized.
• Serve as escalation point for unresolved issues.

Job description

Computer World Services in Washington state is seeking a Help Desk Specialist II to deliver concierge-level end-user support across channels, troubleshoot complex incidents, and serve as a primary escalation point. The role involves in-depth troubleshooting, documentation in the ticketing system, SLAs adherence, and possible leadership of junior staff, training, and quality assurance.

You will work with Windows OS, Office 365, connectivity, AV equipment, and adherence to policies while providing