Customer Service Professional Windows
PiTech Solutions Inc, Morrisville, NC, United States
Customer Service Professional – Windows
Morrisville, North Carolina, US (RTP)
We are seeking a detail-oriented and results-driven Customer Service Professional – Windows who is responsible for providing frontline technical support for Windows-based systems in an enterprise environment. This role serves as the first point of contact for end users, delivering timely and effective support for hardware, software, and operating system issues while ensuring a high level of customer satisfaction.
The position focuses on incident intake, initial troubleshooting, and service request fulfillment, escalating more complex issues to higher-tier support as needed.
Key Tasks and Responsibilities
Technical Support & Troubleshooting
Provide system support for Windows desktops, laptops, and peripherals.
Troubleshoot basic hardware, software, and operating system issues.
Assist users with common issues related to email, applications, and system access.
Perform basic system setup, configuration, and software installations.
Assist with setup and deployment of Windows-based systems.
Support basic hardware troubleshooting and peripheral setup (e.g., printers, monitors).
Update asset records and support inventory tracking in ITAM systems (e.g., ServiceNow).
Ensure proper handling and documentation of assigned equipment.
Customer Service & End-User Support
Serve as a point of contact via phone, email, web, and in-person support.
Log, track, and manage incidents and service requests in ITSM tools.
Communicate clearly with users regarding issue status and next steps.
Provide courteous, professional, and responsive customer service.
Maintain high levels of customer satisfaction and adherence to SLAs.
Service Management & Documentation
Accurately document incidents, service requests, and resolutions.
Follow established procedures for incident, request, and escalation management.
Contribute to knowledge base articles and standard operating procedures.
Ensure compliance with IT policies and security standards.
Collaboration & Support
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.
Required Skills & Competencies
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
Preferred Qualifications
Experience with ITSM tools (e.g., ServiceNow)
Experience in enterprise or government IT environments
Work Environment
Office and/or customer-site environment
May require physical handling of IT equipment and on-site support
Education & Experience
Education
Associate degree in Information Technology, Computer Science, or related field
(or equivalent experience)
Experience
1–3 years of experience in IT support, help desk, or customer service
Experience supporting Windows operating systems preferred
Certifications
Certifications such as CompTIA A+ or equivalent
ITIL certification preferred.
Security Clearance
Applicants must be able to obtain a Public Trust clearance
#J-18808-Ljbffr
Morrisville, North Carolina, US (RTP)
We are seeking a detail-oriented and results-driven Customer Service Professional – Windows who is responsible for providing frontline technical support for Windows-based systems in an enterprise environment. This role serves as the first point of contact for end users, delivering timely and effective support for hardware, software, and operating system issues while ensuring a high level of customer satisfaction.
The position focuses on incident intake, initial troubleshooting, and service request fulfillment, escalating more complex issues to higher-tier support as needed.
Key Tasks and Responsibilities
Technical Support & Troubleshooting
Provide system support for Windows desktops, laptops, and peripherals.
Troubleshoot basic hardware, software, and operating system issues.
Assist users with common issues related to email, applications, and system access.
Perform basic system setup, configuration, and software installations.
Assist with setup and deployment of Windows-based systems.
Support basic hardware troubleshooting and peripheral setup (e.g., printers, monitors).
Update asset records and support inventory tracking in ITAM systems (e.g., ServiceNow).
Ensure proper handling and documentation of assigned equipment.
Customer Service & End-User Support
Serve as a point of contact via phone, email, web, and in-person support.
Log, track, and manage incidents and service requests in ITSM tools.
Communicate clearly with users regarding issue status and next steps.
Provide courteous, professional, and responsive customer service.
Maintain high levels of customer satisfaction and adherence to SLAs.
Service Management & Documentation
Accurately document incidents, service requests, and resolutions.
Follow established procedures for incident, request, and escalation management.
Contribute to knowledge base articles and standard operating procedures.
Ensure compliance with IT policies and security standards.
Collaboration & Support
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.
Required Skills & Competencies
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
Preferred Qualifications
Experience with ITSM tools (e.g., ServiceNow)
Experience in enterprise or government IT environments
Work Environment
Office and/or customer-site environment
May require physical handling of IT equipment and on-site support
Education & Experience
Education
Associate degree in Information Technology, Computer Science, or related field
(or equivalent experience)
Experience
1–3 years of experience in IT support, help desk, or customer service
Experience supporting Windows operating systems preferred
Certifications
Certifications such as CompTIA A+ or equivalent
ITIL certification preferred.
Security Clearance
Applicants must be able to obtain a Public Trust clearance
#J-18808-Ljbffr