Desktop Tech I

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 Level I Desktop Technician to join our team.

Our Desktop Support Technicians Level 1 are responsible for providing onsite support to internal or external customers in resolving basic, first-level support technology issues. They ensure the proper day-to-day operation of applications and equipment and troubleshoot on-site software and hardware issues on laptops, desktops, tablets, smartphones and / or printers. They also may resolve first-level support to servers, and / or network equipment or perform updates, repairs, upgrades, backups, and other maintenance tasks. As the first point of contact for technical support and service requests, they may provide assistance via phone or email as well.

This role is on-site in Charlotte, NC

Responsibilities :

Diagnoses mechanical, hardware, software and systems failures, using established procedures

Performs service, repair and / or installation of computer products including system hardware and software, MFD printers, PC's, laptops, printers, cell phones, tablets, single and multi-processor servers, and wired / wireless networking

Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)

Consistently provides and updates notes, feedback, or documentation via the appropriate ticketing systems to track and monitor issues

Communicates with customers at all levels of technical and non-technical skill sets

Follow-up with end users to provide status updates as per service level guidelines (SLA's)

Elevates complex and / or high priority problems they cannot solve to the appropriate support groups for resolution (L2 Tech, Manager, etc.)

Follow all standard operating procedures (SOP) through the effective use of knowledge management

Works collaboratively with people across the organization

Skills and Qualifications :

Associates degree preferred or equivalent experience in Computer Science or Information Technology from an accredited school

Knowledge of assigned area required

Desktop and / or Infrastructure support Experience

Account Specific Training or Certification

Technical writing competency

Coding / programming competency

Cloud & SaaS services competency

Sound understanding of customer support, operations, and processes

Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers

Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality

Demonstrated capability to achieve results in a fast-paced, client driven environment

Strong desire and enthusiasm to serve customers

Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required

Working knowledge of the Microsoft Office application suite including MS Outlook

Wage Range

The hourly rate for this position is between $18.75 - $27.50 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.

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

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, or any other characteristic protected by law.

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, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.

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