Customer Support Technician II - Windows

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.

Technical Support & Troubleshooting

• 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.

System Monitoring & Maintenance

• 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.

Documentation & Reporting

• 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.

Collaboration & Support

• 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.

Required Skills & Competencies

• 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

Preferred Qualifications

• 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

Work Environment

• Office and/or customer-site environment
• May require on-call support or after-hours maintenance activities
• May involve physical handling of IT equipment

Required Skills & Competencies

• 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

Preferred Qualifications

• Experience with Active Directory and enterprise environments
• Experience in federal or government IT environments

Work Environment

• Office and/or customer-site environment
• May require on-call support or after-hours maintenance activities
• May involve physical handling of IT equipment

Education & Experience

Education

• Bachelor's degree in Information Technology, Computer Science, or related field
  (or equivalent experience)

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

Certifications

• Certifications such as CompTIA A+, Network+, or Microsoft certifications
• ITIL certification preferred.

Security Clearance

• Applicants must be able to obtain a Public Trust clearance

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 [email protected] .

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.