Help Desk Specialist ; Copyright

Job Description

The Help Desk Specialist I provides front‑line, customer service and technical support to end users. This position receives, documents, categorizes, and fully resolves incidents or service requests on first contact, escalating when necessary. This role requires strong communication, customer service skills, and the ability to follow established procedures for documenting issues, managing tickets, and coordinating with higher‑tier personnel.

• Interact with customers via telephone, email, and online forms to troubleshoot and resolve incidents involving networks, accounts, and IT services.
• Use a trouble ticket management system to receive, document, categorize, assign, and track all customer incidents and requests.
• Provide first‑contact resolution for routine technical issues and customer service inquiries.
• Coordinate escalations to technicians and other specialized teams as needed.
• Assist the Help Desk Supervisor in documenting procedures, call scripts, workflows, and escalation processes.
• Track and monitor issues to ensure timely resolution in accordance with defined service levels.
• Respond to client questions regarding system operation, account access, registration processes, and security requirements.
• Support research activities, ticket trend analysis, and provide data for weekly and monthly metrics reports.
• Perform first‑contact triage of account, deposit, and access issues, and escalare through established processes when required.
• Maintain 24/7/365 availability for support as part of the Contact Center team.
• Escalate suspected system defects, bugs, and service disruptions to development teams and product owners following the Service Disruption Reporting process.
• Prepare and contribute to daily statistical reports on Service Desk activities.
• Monitor and respond to customer satisfaction surveys and quality assurance feedback.
• Assist in preparing weekly quality assurance reports, including analysis of unresolved tickets and negative survey responses.

• Minimum General
  
  Experience:
  
  One to three (1‑3) years of experience working in customer service operations.
• Minimum Education:
  
  High School Diploma.

• ITIL certification v4 preferred.

• Ability to obtain Public Trust clearance.

• Onsite at customer location.

$50,000 - $59,000 a year. The offered rate will be based on the selected candidate’s knowledge, skills, abilities and/or experience and in consideration of internal parity. The posted range is appropriate for a typical candidate meeting, at a minimum, all the core requirements of the 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, 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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.