Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We're looking for a Service Desk Technician I to join our team. This position is Remote. US-based applicants only. Coordinates, diagnoses, and troubleshoots incoming employee calls. Provides support services to employees and clients with technical problems and information technology issues involving desktop, laptop, or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support. Responsible for advising and assisting users in solving problems related to hardware, software, networks, and peripherals using available technology.
Primary/Key Responsibilities Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution Compliance to Quality Assurance evaluation (Calls, chats, email, self-service interactions, and Tickets) Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management) Contact Handling calls, chats, and emails - Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
Proper Documentation of tickets - Escalate complex tickets and ensure closure (follow up)
- Monitoring and following up on tickets in the ITSM platform
- Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets). Level of Formal Education: Associates degree preferred, or technical training
Area of Study: Technical Training, IT, Other relevant fields
Years of Experience: 1-2 years
Type of Experience: • Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required.
Experience with multi-platform Windows O/S required IT Service desk / Call Center environment experience Experience using ITSM Ticketing tools (e.g., Service Now, Remedy) to manage and track incidents preferred Active Directory and Exchange experience preferred Special Certifications: A+ certification preferred.
Language Skills: ? Written and oral English
Technical Competencies: ? SME for Account (training)
Access Management Proficiency Process improver, game changer, proactive demonstrated through stretch projects based on ITIL, A+, and other methodologies Networking, basic connection, wifi, vpn, lan, hotspot troubleshooting Telecom VOIP basic understanding Basic knowledge of Access Management: active directory, power shell, jump server Basic PC hardware knowledge Ability to type while in involved in a conversation, at least 30 WPM Solid analytical/cognitive skills to troubleshoot complex and technical problems The hourly pay rate is $18.00 based on qualifications and experience. CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.
