IT Support Specialist

2 weeks ago


East Rutherford, New Jersey, United States Compucom Full time

Overview:

Compucom is in search of a Level 2 Support Specialist to enhance our team. This role focuses on delivering exceptional onsite assistance to our clients.

Key Responsibilities:

  • Provide expert onsite support to resolve intricate technology challenges for both internal and external clients.
  • Ensure the seamless operation of applications and equipment, addressing software and hardware issues on various devices including laptops, desktops, tablets, smartphones, and printers.
  • Address advanced support needs related to servers and network equipment, including performing updates, repairs, upgrades, backups, and other maintenance tasks.
  • Act in a consultative role, assessing client requirements and supplying necessary technical documentation and reporting to achieve optimal outcomes.
  • Serve as the primary escalation contact for all Desktop Support Technicians and clients.
  • Diagnose mechanical, hardware, software, and system failures by following established protocols.
  • Execute service, repair, and installation of computer products, including system hardware and software, multifunction printers, PCs, laptops, cell phones, tablets, and networking equipment.
  • Manage and maintain user accounts and permissions across various applications and systems, including password resets.
  • Regularly document and update notes, feedback, or reports through the designated ticketing systems to monitor and track issues.
  • Engage with customers of varying technical expertise to ensure clear communication.
  • Provide timely follow-ups with end users to deliver status updates in accordance with service level agreements (SLAs).
  • Act as the escalation point for complex and high-priority issues, directing unresolved problems to the appropriate support teams.
  • Adhere to all standard operating procedures (SOP) while effectively utilizing knowledge management resources.
  • Collaborate with colleagues across the organization to enhance service delivery.

Qualifications:

  • A Bachelor’s degree is preferred, or a minimum of 4+ years of relevant experience.
  • Proven experience in supporting both Windows and Mac environments is essential.
  • Experience in Desktop and/or Infrastructure support is required.
  • Strong understanding of Windows operating systems, networks, databases, and network security concepts and tools.
  • Proficient in the Microsoft Office suite, including MS Outlook.
  • Exceptional communication and troubleshooting skills are necessary.
  • Able to effectively communicate both in writing and verbally with stakeholders, leadership, partners, team members, and customers.
  • Demonstrated ability to achieve results in a fast-paced, client-focused environment.
  • A strong desire to provide excellent customer service.

Preferred Qualifications:

  • Certifications from Microsoft Certification Program, CompTIA A+, CompTIA Server+, CompTIA Network+ are advantageous.
  • Experience with ServiceNow ticketing system is a plus.

We provide a comprehensive benefits package, including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life/AD&D, Supplemental Insurance Plans, Paid Time Off, Paid Holidays, Paid Sick Leave, FSA/HSA Pre-Tax Benefits, and Employee Discounts.



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