Customer Service Professional Windows

Pitechsol•Morrisville, NC

10d•Onsite

About The Position

The Customer Service Professional – Windows provides frontline technical support for Windows-based systems in an enterprise environment. The role is the first point of contact for end users and provides timely support for hardware, software, and operating system issues while maintaining customer satisfaction. Work includes incident intake, initial troubleshooting, and service request fulfillment, with more complex issues escalated to higher-tier support. The position supports Windows desktops, laptops, and peripherals; assists with system setup, configuration, software installation, deployment, equipment tracking, and documentation; and handles user inquiries through phone, email, web, and in-person channels. The role follows incident, request, escalation, security, and service-level procedures, and collaborates with macOS teams and warehouse staff on deployments, relocations, and refresh activities. The work takes place in an office and/or customer-site environment and may involve physical handling of IT equipment and on-site support. Applicants must be able to obtain a Public Trust clearance. An associate degree in IT, Computer Science, or a related field, or equivalent experience, is specified. The posting lists 1–3 years of experience in IT support, help desk, or customer service.

Requirements

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.
Associate degree in Information Technology, Computer Science, or a related field, or equivalent experience.
1–3 years of experience in IT support, help desk, or customer service.
Ability to obtain a Public Trust clearance.

Nice To Haves

Experience supporting Windows operating systems.
Experience with ITSM tools such as ServiceNow.
Experience in enterprise or government IT environments.
Certifications such as CompTIA A+ or equivalent.
ITIL certification.

Responsibilities

Provide system support for Windows desktops, laptops, and peripherals.
Troubleshoot basic hardware, software, and operating system issues.
Assist users with common email, application, and system-access issues.
Perform basic system setup, configuration, and software installations.
Assist with setup and deployment of Windows-based systems.
Support basic hardware troubleshooting and peripheral setup, including printers and monitors.
Update asset records and support inventory tracking in ITAM systems such as ServiceNow.
Ensure proper handling and documentation of assigned equipment.
Serve as a point of contact through phone, email, web, and in-person support.
Log, track, and manage incidents and service requests in ITSM tools.
Communicate issue status and next steps clearly to users.
Provide courteous, professional, and responsive customer service while maintaining customer satisfaction and adherence to SLAs.
Document incidents, service requests, and resolutions accurately.
Follow established incident, request, and escalation management procedures.
Contribute to knowledge base articles and standard operating procedures.
Ensure compliance with IT policies and security standards.
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.