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IT Support Specialist

2 months ago

Murfreesboro, Tennessee, United States Compucom Full time

Position Overview:

Compucom is in search of a Level 2 Technician to provide exceptional onsite support. This role involves addressing complex technology challenges for both internal and external clients.

Key Responsibilities:

  • Deliver onsite assistance to customers, resolving intricate or escalated technical issues.
  • Ensure the seamless operation of applications and equipment, troubleshooting software and hardware issues on various devices including laptops, desktops, tablets, smartphones, and printers.
  • Provide advanced support for servers and network equipment, performing necessary updates, repairs, upgrades, backups, and maintenance tasks.
  • Engage with clients in a consultative manner, assessing their needs and supplying the required technical documentation and reporting.
  • Act as the primary escalation contact for Desktop Support Technicians and clients.
  • Diagnose mechanical, hardware, software, and system failures by following established protocols.
  • Conduct service, repair, and installation of computer products, including system hardware and software, multifunction printers, PCs, laptops, cell phones, tablets, and networking equipment.
  • Manage user accounts and permissions across various applications and systems, including password resets.
  • Maintain detailed notes, feedback, and documentation through the appropriate ticketing systems to monitor and track issues.
  • Communicate effectively with customers across varying levels of technical expertise.
  • Provide timely follow-ups with end users, adhering to service level agreements (SLAs).
  • Serve as the escalation point for complex and high-priority issues, directing unresolved problems to the appropriate support teams.
  • Adhere to standard operating procedures (SOPs) through effective knowledge management.
  • Collaborate with colleagues across the organization to enhance service delivery.

Required Qualifications:

  • Bachelor's degree preferred or a minimum of 4+ years of relevant experience.
  • Proven experience in supporting both Windows and Mac environments.
  • Background in Desktop and/or Infrastructure support.
  • Strong understanding of Windows operating systems, networks, databases, and network security concepts.
  • Familiarity with the Microsoft Office suite, including MS Outlook.
  • Excellent communication and troubleshooting skills.
  • Ability to communicate effectively in both written and verbal formats with stakeholders, leadership, partners, team members, and customers.
  • Demonstrated success in achieving results in a fast-paced, client-focused environment.
  • Genuine enthusiasm for customer service.

Preferred Qualifications:

  • Certifications from Microsoft Certification Program, CompTIA A+, CompTIA Server+, CompTIA Network+.
  • Experience with ServiceNow ticketing system.

Compucom offers a comprehensive benefits package, including health insurance (medical, vision, dental), 401k, life insurance, supplemental insurance plans, paid time off, holidays, sick leave, and pre-tax benefits.