Tech Support Specialist II - Customer-Centric IT Help Desk

Crystal Management; Corridor North (MD); On-site; USD 48,000 - 58,000; Full time

Job summary

Crystal Management, LLC (CMiT) is seeking a Customer Service Representative, Level 2 to provide responsive, customer-focused technical support for hardware, software, network, application access, system, and telecommunications issues.

In this role, you will diagnose and troubleshoot technical problems, resolve incidents at first contact, document solutions, and escalate more complex issues to the appropriate technical support teams.

Qualifications

• Experience in customer service or tech support in a service desk environment.
• Proficient with Windows operating systems and common software.
• Ability to diagnose and resolve hardware, software, and network issues.
• Strong written and verbal communication.
• Ability to document and track incidents accurately.
• Capability to follow escalation procedures.

Responsibilities

• Provide first-contact technical support for hardware, software, network, and access issues.
• Respond to customer requests via phone and ticketing system.
• Diagnose problems and attempt first-contact resolution.
• Escalate complex incidents to Tier II/III when needed.
• Document incidents and resolutions in tracking systems.
• Maintain current knowledge of PCs, printers, and Windows apps.
• Support self-help by sharing known solutions.

Skills

Customer service

Technical support

Windows troubleshooting

Documentation

Communication skills

Independent work

Education

High School diploma

Tools

Ticketing systems

Incident-management

Remote support tools

Job description

Crystal Management, LLC (CMiT) is seeking a Customer Service Representative, Level 2 to provide responsive, customer-focused technical support for hardware, software, network, application access, system, and telecommunications issues.

In this role, you will diagnose and troubleshoot technical problems, resolve incidents at first contact, document solutions, and escalate more complex issues to the appropriate technical support teams.