Computer World Services
Help Desk Specialist I Shift Lead (Copyright)
Washington, DC
Sponsorship not specified$55k-$65kDetected 210 days ago
CybersecurityCustomer SupportLeadershipCommunicationMentoring
About the role
- Computer World Services is committed to the full inclusion of all qualified individuals.
Nice to have
- Monitoring ticket queues to ensure proper categorization, prioritization, assignment, and timely handling of all incidents and requests.
- Reviewing tickets for quality and completeness, ensuring accurate troubleshooting steps, documentation, and customer communication.
- Assisting with onboarding, training, and coaching of Help Desk Specialists I, including reinforcing procedures, scripts, escalation processes, and customer service standards.
- Supporting the Help Desk Supervisor in tracking team performance, identifying trends, and recommending process improvements.
- Assisting with the development and maintenance of procedures, scripts, FAQs, and knowledge base articles.
- Monitoring customer satisfaction feedback and assisting with corrective actions or follow-up communications.
- Ensuring all incidents are properly logged, categorized, researched, and escalated following policies and established service disruption processes.
- Assist in preparing and reviewing daily statistical reports and verifying data accuracy prior to submission.
Compensation
- $55k-$65k
Visa & Work Authorization
- Security Clearance
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This listing is sourced directly from Computer World Services's careers page and normalized into a canonical job model.