Desktop Support Technician

4 weeks ago

New York, United States Compucom Full time

Our client is currently seeking a Level 2 Technician to join their team onsite in New York, NY. This is a contract position slated to go 2+ years.



Scope of Activity and Responsibilities:

  • Responsible for providing onsite support to internal or external customers in resolving complex or escalated technology issues
  • 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
  • May also resolve higher level support to servers, and / or network equipment or perform updates, repairs, upgrades, backups, and other maintenance tasks
  • Serve the client in a consultative capacity, evaluating client needs and providing the technical documentation and / or reporting to achieve a result
  • Serve as an escalation point of contact for all Desktop Support Technicians and / or the client
  • Diagnose mechanical, hardware, software, and systems failures, using established procedures
  • Perform 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)
  • Acts as the escalation point for complex and/or high priority problems, forwarding problems they cannot solve to the appropriate support groups for resolution (Manager, etc.)
  • Follow all standard operating procedures (SOP) through the effective use of knowledge management
  • Collaborates with people across the organization


Required Skills and Qualifications:

  • Bachelor's degree preferred or minimum 4+ years of experience in related field
  • Recent experience supporting both a Windows and Mac environment required
  • Desktop and / or Infrastructure support experience
  • 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
  • Must have excellent communication and troubleshooting ability
  • Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
  • Demonstrated capability to achieve results in a fast-paced, client driven environment
  • Strong desire and enthusiasm to serve customers


Preferred Skills:

  • Microsoft Certification Program Certifications, CompTIA A+, CompTIA Server+, CompTIA Network+
  • ServiceNow ticketing experience


We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life/AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA/HSA Pre-Tax Benefits, Employee Discounts.

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