Customer Support Technician Hardware

Job DescriptionComputer World Services Corp (CWS) is seeking a skilled Customer Support Technician (Hardware) to provide comprehensive support for computer systems and hardware. The role involves reviewing system capabilities, configuring user interfaces, resolving hardware issues, and ensuring optimal user satisfaction. The ideal candidate will have extensive experience providing Tier 1-3 support, with strong expertise in PC hardware and Microsoft Office applications.

Key Tasks & Responsibilities

• System Review and Configuration:
• Analyze computer systems and capabilities to configure appropriate interfaces tailored to user requirements.
• Optimize hardware performance and usability for end users.
• Hardware Problem Resolution:
• Prepare detailed reports and studies concerning hardware problems and issues.
• Ensure problems are accurately identified and implement solutions that address user requirements.
• Provide Tier 1-3 desktop support for PC users, including VIP-level support as needed.
• Hardware Acquisition and Specification Development:
• Develop functional requirements and specifications for hardware acquisitions.
• Ensure hardware solutions align with organizational goals and user needs.
• User Support and Training:
• Assist users in troubleshooting and resolving hardware and software-related issues.
• Provide guidance and training on hardware use and Microsoft Office applications.
• Documentation and Communication:
• Maintain records of hardware issues, resolutions, and user requests.
• Prepare and present reports to stakeholders detailing findings and recommendations.

Education & Experience

• Experience:
• 5-7 years of experience in desktop and user support, including Tier 1-3 and VIP support.
• Technical Skills:
• Strong proficiency in PC hardware, including setup, configuration, and troubleshooting.
• Expertise in Microsoft Office applications (MS Office Master Certification preferred).
• Familiarity with system performance optimization and interface configuration.
• Soft Skills:
• Excellent problem-solving and analytical abilities.
• Strong verbal and written communication skills for interaction with diverse user groups.
• Customer-focused mindset with the ability to adapt to varying user needs.
• Preferred Qualifications:
• Experience with hardware lifecycle management, including acquisition, deployment, and decommissioning.
• Knowledge of ITIL or similar frameworks for IT service management.
• Familiarity with remote support tools and technologies.

Certifications

• Expertise in Microsoft Office applications (MS Office Master Certification preferred).
• ITIL certification v4 preferred.

Security Clearance

• Applicants must be eligible to obtain Public Trust clearance.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

• Potential hybrid work available for this position.

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at hr@cwsc.com.