Service Desk Tech

Service Desk Technician

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 to join our team. Our Service Desk Support Agents coordinate, diagnose, and troubleshoot incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all service requests needing support for technical / IT issues involving desktop, laptop or network services from local personnel or from employees using remote network access. The hours are Thursday-Monday, 12 : 30pm - 9pm or 6am - 2 : 30pm. Responsibilities include : diagnosing and troubleshooting end user desktop application issues and providing appropriate solutions, providing timely resolution of problems or escalation on behalf of the customer and ensuring their satisfaction, providing case status updates to management and end-users per service level guidelines, supporting and maintaining effective relationships with users, developing, documenting, and implementing standard operating procedures and customer service guidelines relating to remote IT support, providing support for PCs, laptops, printers, cell phones, and tablets etc., supporting end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management), performing account management and maintenance for various applications and systems (e.g., creating or modifying user accounts and permissions, and performing password resets), and communicating with customers at all levels of technical and non-technical skills sets.

Skills & Qualifications :

• Associates degree preferred, or technical training
• 1-2 years related 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
• Experience using ITSM Ticketing tools (e.g., Service Now, Remedy) to manage and track incidents preferred
• Active Directory and Exchange experience preferred

Wage Range : The hourly rate for this position is between $13.50 - $19.80 per hour. Factors which may affect starting pay within this range may include geography / market, skills, education, experience and other qualifications of the successful candidate.

Benefits : The Company offers the following benefits for this position, subject to applicable eligibility requirements : medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA / HSA pre-tax benefits.

Equal Employment Opportunity : 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, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.