Computer World Services
Posted 2 months ago
Customer Support Technician II - Windows
Morrisville, NCOn-siteFull-time
AI Summary
Customer Support Technician II focuses on intermediate Windows system administration and technical support, bridging Tier 1 and senior admins while ensuring Windows-based systems operate reliably.
About this role
Computer World Services Corp (CWS) is seeking a detail-oriented and results-driven Customer Support Technician II – Windows who is responsible for providing intermediate-level technical support and system administration assistance for Windows-based environments. This role supports the configuration, operation, and maintenance of client/server systems while ensuring optimal system performance and availability.
The position assists with daily system administration activities, supports end users in accessing business systems, and contributes to system optimization, capacity planning, and operational efficiency. This role serves as a bridge between Tier 1 support and senior system administrators.Key Tasks & Responsibilities
System Administration & Operations
- Assist with the daily operation and maintenance of Windows-based systems, including desktops, servers, and client/server environments.
- Support system configuration, installation, and upgrades of operating systems and related software.
- Monitor system performance and assist with optimization of system operations and resource utilization.
- Perform routine system maintenance tasks, including patching, updates, and system health checks.
- Assist in system capacity analysis and planning to support current and future requirements.
- Assist users in accessing and utilizing business systems and applications.
- Support account provisioning, permissions, and access control in accordance with organizational policies.
- Provide guidance and training to users on system functionality and best practices.
- Ensure timely resolution of service requests in accordance with SLAs.
- Provide support for Windows systems, resolving escalated hardware, software, and operating system issues.
- Troubleshoot system access, performance, and connectivity issues.
- Support enterprise applications and business systems within the Windows environment.
- Escalate complex system-level issues to senior administrators or engineering teams as needed.
- Monitor system alerts, logs, and performance metrics to identify and resolve issues proactively.
- Assist in maintaining system security, including applying patches and updates.
- Support backup and recovery processes as required.
- Ensure systems remain compliant with organizational standards and policies.
- Document system configurations, procedures, and troubleshooting steps.
- Maintain accurate records of system changes and maintenance activities.
- Assist in preparing reports related to system performance, utilization, and capacity.
- Follow established change management and configuration management processes.
- Work closely with Help Desk, network teams, and senior system administrators.
- Support system deployments, upgrades, and infrastructure projects.
- Participate in team meetings, training, and continuous improvement initiatives.
- Knowledge of Windows operating systems (desktop and/or server)
- Familiarity with system administration concepts and tools
- Experience troubleshooting hardware, software, and system issues
- Basic understanding of networking concepts and system security
- Ability to monitor system performance and support optimization efforts
- Strong customer service and communication skills
- Certifications such as CompTIA A+, Network+, or Microsoft certifications
- Experience with Active Directory and enterprise environments
- ITIL Foundation certification
- Experience in federal or government IT environments
- Office and/or customer-site environment
- May require on-call support or after-hours maintenance activities
- May involve physical handling of IT equipment
- Knowledge of Windows operating systems (desktop and/or server)
- Familiarity with system administration concepts and tools
- Experience troubleshooting hardware, software, and system issues
- Basic understanding of networking concepts and system security
- Ability to monitor system performance and support optimization efforts
- Strong customer service and communication skills
- Experience with Active Directory and enterprise environments
- Experience in federal or government IT environments
- Office and/or customer-site environment
- May require on-call support or after-hours maintenance activities
- May involve physical handling of IT equipment
Technical Support & Troubleshooting
System Monitoring & Maintenance
Documentation & Reporting
Collaboration & Support
Required Skills & Competencies
Preferred Qualifications
Work Environment
Required Skills & Competencies
Preferred Qualifications
Work Environment
Education & Experience
Education
- Bachelor’s degree in Information Technology, Computer Science, or related field
(or equivalent experience) - 5+ years of experience in IT support or system administration
- Experience supporting Windows operating systems and client/server environments
- Experience with Tier 2-3 support and system operations preferred
Experience
Certifications
- Certifications such as CompTIA A+, Network+, or Microsoft certifications
- ITIL certification preferred.
Security Clearance
Skills
Active DirectoryBackup And RecoveryChange ManagementEnterprise ApplicationsGroup PolicyITIL FamiliarityMonitoring And AlertingNetworking BasicsPatch ManagementRemote AdministrationScripting Beneficial (PowerShell)Security ConceptsSLA ComplianceSystem AdministrationTroubleshootingWindows DesktopWindows Server
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