Technical Support Specialist

2 weeks ago

Indianapolis, Indiana, United States Compunnel Inc. Full time

Position: Desktop Support Technician

Company: Compunnel Inc.

Role Overview:

As a Desktop Support Technician, you will be responsible for delivering exceptional technical assistance and support for desktop environments. Your role will encompass a variety of tasks aimed at ensuring optimal performance of client systems.

Key Responsibilities:

  • Implement service delivery protocols including IMAC (Install, Move, Add, Change), Break Fix, and Desk Side Support in accordance with established guidelines.
  • Engage with end users to clarify expectations and coordinate the delivery of Managed Client Services.
  • Conduct troubleshooting, perform parts replacements, execute system upgrades, and manage basic deployments and repairs on client assets such as desktops, laptops, and printers.
  • Proactively identify potential issues that may negatively affect user experience and take necessary actions to mitigate them.
  • Aim to meet all service level agreements (SLAs) and enhance customer satisfaction.
  • Report any issues impacting end users or overall operations to the Desktop Support Lead.
  • Serve as a foundational role to develop both technical and customer service skills, paving the way for advancement into more complex field service positions.
  • Perform basic installation and maintenance tasks on technical products.
  • Adhere to predefined procedures and tasks in daily operations.
  • Work will be regularly assessed by senior technical specialists.
  • Review, troubleshoot, and validate the operational quality of desktops, laptops, printers, and related peripherals.
  • Diagnose and resolve performance-related issues with products.
  • Carry out maintenance and repair services to ensure functionality.
  • Advise customers on preventive maintenance and configurations that could influence product performance.
  • Instruct clients on the operation and upkeep of their systems.
  • Possess a comprehensive understanding of policies and procedures relevant to the role.
  • Exercise discretion and independent judgment in non-routine matters, while primarily focusing on routine tasks.
  • Be available to respond to calls outside of standard business hours as directed.
  • Physical Requirements: Must be capable of lifting up to 50 lbs and moving enterprise and client technology hardware within various environments.

Qualifications:

  • Minimum of 2 years of experience in desktop or technical support.
  • Proficient in Active Directory.

Preferred Skills:

  • A+ certification or equivalent skill set is highly desirable; additional certifications in various hardware platforms are advantageous.
  • Experience in a manufacturing setting is beneficial due to the nature of the role.
  • Understanding of fundamental networking concepts including TCP/IP, DNS, routing, switching, subnetting, and firewalls.
  • Familiarity with tools such as Smart Hands Support, SCCM, ServiceNow, and Ring Central (VOIP).
  • Strong knowledge of the Windows 10 operating system.
  • Demonstrated professional client service skills.
  • Ability to perform essential job functions with or without reasonable accommodations.
  • A high school diploma or equivalent is required; an undergraduate degree or some college coursework is preferred.

Thank you for considering this opportunity with Compunnel Inc.

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