Customer Service Professional - Windows

Key Tasks & Responsibilities

Technical Support & Troubleshooting

• 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).
• Ensure proper handling and documentation of assigned equipment.

Customer Service & End-User Support

• 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.
• Provide courteous, professional, and responsive customer service.
• Maintain high levels of customer satisfaction and adherence to SLAs.

Service Management & Documentation

• 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.

Collaboration & Support

• 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.

Required Skills & Competencies

• 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

Preferred Qualifications

• Experience with ITSM tools (e.g., ServiceNow)
• Experience in enterprise or government IT environments

Work Environment

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

Education & Experience

Certifications

Security Clearance

Applicants must be able to obtain a Public Trust clearance