Help Desk Specialist II (CRS)

WashingtonFull-timemid

Customer SupportHelp Desk SpecialistHelpdesk Specialist

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Quick Summary

Overview

Job Description The Help Desk Specialist II provides advanced customer service and technical support, serving as a primary escalation point for complex issues.

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Customer SupportHelp Desk SpecialistHelpdesk Specialist

Job Description

The Help Desk Specialist II provides advanced customer service and technical support, serving as a primary escalation point for complex issues. This position supports end users across multiple channels—including phone, email, chat, remote tools, and in person—and is responsible for resolving incidents beyond the capabilities of entry-level staff. The Specialist II delivers concierge-level service, performs in-depth troubleshooting, documents all work in the ticketing system, and ensures timely resolution in accordance with SLAs, policies, and procedures. This role may serve as a task lead, providing functional guidance, training, and quality assurance for Help Desk Specialist I personnel.

Technical Support

Provide end-to-end technical support for all end user devices, standard desktop software, Windows OS, email, printing, MS Office / M365, connectivity, and access issues.

Support applications and conference room A/V equipment.

Diagnose and resolve moderate to complex incidents on first contact when possible.

Perform and validate ad hoc database queries or updates when authorized.

Serve as the escalation point for unresolved issues.

Customer Service & Contact Channels

Provide responsive, professional support through multiple channels. Telephone, email, chat/IM, remote tools, Teams/Zoom, and in-person assistance.

Respond to walk-ins, scheduled appointments, and self-service submissions.

Deliver concierge-style service for tickets escalated to ensure follow-through, status tracking, approvals coordination, and timely updates to customers.

Incident Management & Documentation

Receive, categorize, document, research, and resolve or escalate all incidents and service requests in accordance with processes, standards, and SLA timelines.

Escalate potential defects or system issues via the Service Disruption Reporting process.

Track, monitor, and update tickets throughout their lifecycle, ensuring accurate and complete documentation.

Embedded Support

Provide hands-on, onsite support within office spaces.

Act as a rapid response technician during work-stoppage scenarios, performing immediate triage, implementing workarounds, or escalating issues promptly.

Maintain availability during core hours, remaining logged into call center/hotline when not assisting users directly.

Monitor email, chat, and text communications while away from the desk during the workday.

Quality Assurance, Reporting & Metrics

Assist with research, trend analysis, and weekly metrics reporting.

Support quality control efforts by reviewing ticket accuracy, timeliness, and customer satisfaction indicators.

Contribute to the development or refinement of help desk processes, knowledge base articles, procedures, and scripts.

Leadership, Training & Guidance

Provide functional guidance, mentoring, and technical support to Help Desk Specialist I staff.

Offer training and coaching to improve resolution rates and service consistency.

Serve as a task lead when assigned, supporting workflow coordination, ticket queue management, and escalation handling.

Minimum General Experience

Minimum of four (4) years in customer service or technical support operations