Service Desk Tech I

Service Desk Technician

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. 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 12pm -9pm. Responsibilities include diagnosing and troubleshooting end user desktop application issues and providing appropriate solutions. Provide timely resolution of problems or escalate on behalf of the customer and ensure their satisfaction. Provide case status updates to management and end-users per service level guidelines. Support and maintain effective relationships with users. Develop, document, and implement standard operating procedures and customer service guidelines relating to remote IT support. Provide support for PCs, laptops, printers, cell phones, and tablets etc. Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management). Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, and perform password resets). Communicate with customers at all levels of technical and non-technical skills sets.

Skills & Qualifications include an 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. 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. 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. 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.