Customer Support Technician II - Windows

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