Technical Desktop Services Specialist
3 weeks ago
Overview
CompuCom Systems, Inc. provides comprehensive IT managed services to enable the digital workplace for businesses of all sizes. Our customer-centric approach focuses on delivering exceptional service and support, empowering our clients to focus on what matters most – their customers and their businesses.
Responsibilities
As a Desktop Special Delivery Technician, you will play a vital role in our team, responsible for delivering exceptional technical services and support to our clients. Your primary duties will include:
1. Managing ticket queues for technical support of business applications and troubleshooting issues in desktop environments to resolution for users either hands-on or via remote desktop control.
2. Maintaining ownership of customer incidents to completion while prioritizing incident reports.
3. Executing incident investigation, diagnosis, and provision to resolution.
4. Performing historical analysis of incidents to identify trends impacting Service Level Agreements (SLAs).
5. Proficiency in incident investigation and diagnosis to resolution.
6. Administration for Active Directory.
7. Management of ticket queues.
8. Timely updates and resolution.
9. Detailed notes within tickets.
10. Developing rapport with clients and providing great customer experience.
11. Providing Business Mobility Operations (BMO) users across the country with timely deployments of software delivery and hardware support and troubleshooting.
12. Continual involvement with special projects as a technical expert and creating technical reference manuals to ensure that work stream requirements are met.
13. Windows 10 Deployment and support team member.
14. Providing and ensuring a high level of customer service and timely delivery of technical services and remote support.
15. Remote client Level 2 support for all US remote users and home users.
16. Building laptops, deploying, and updating software for all users nationwide.
Requirements
To be successful in this role, you will need to possess the following qualifications:
1. Associate's degree in Computer Science or Information Technology from a technical school preferred.
2. 1 – 3 years' experience in IT, Computer Science, or other related fields.
3. Working knowledge of the Microsoft Office application suite, including MS Outlook.
4. Experience with multi-platform Windows O/S required.
5. Working knowledge of Apple OS.
6. Preferred but not required: Certification in relevant IT products/technologies (e.g., CompTIA (A+, Network+, Server+, and Security+ certifications) and/or Microsoft Certified IT Professional (MCITP)).
7. Experience using IT Service Management (ITSM) Ticketing tools (e.g., ServiceNow, Remedy) or similar ticketing systems to manage and track incidents.
8. Basic knowledge of ITIL, Service Desk metrics/SLAs, and mobile device support.
9. High proficiency in Technical Documentation and training material.
10. Experience with properly diagnosing and routing technical problems internally and for the client.
11. Experience with office and VP.
Estimated Salary
$24.00 to $29.00 per hour.
Equal Employment Opportunity
CompuCom Systems, Inc. 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, citizenship status, marital status, age, disability, protected veteran status, sexual orientation, or any other characteristic protected by law.
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