Technical Support Specialist

2 weeks ago

Murfreesboro, Tennessee, United States Compucom Full time

Position Overview:

Compucom is seeking a Level 2 Technician to provide exceptional technical support. This role involves assisting both internal and external clients with complex technology challenges.

Key Responsibilities:

  • Deliver onsite assistance to customers, addressing intricate or escalated technical issues.
  • Oversee the daily functionality of applications and equipment, troubleshooting software and hardware problems on various devices including laptops, desktops, tablets, smartphones, and printers.
  • May also provide advanced support for servers and network equipment, executing updates, repairs, upgrades, backups, and other maintenance tasks.
  • Engage with clients in a consultative manner, assessing their needs and supplying necessary technical documentation and reporting to achieve optimal outcomes.
  • Act as a primary escalation contact for all Desktop Support Technicians and clients.
  • Diagnose mechanical, hardware, software, and system failures using established protocols.
  • Perform service, repair, and installation of computer products, including system hardware and software, multi-function printers, PCs, laptops, cell phones, tablets, and networking equipment.
  • Manage user accounts and permissions across various applications and systems, including password resets.
  • Maintain accurate records and updates through appropriate ticketing systems to monitor and track issues.
  • Communicate effectively with customers across varying levels of technical proficiency.
  • Provide follow-up to end users, delivering status updates in accordance with 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 practices.
  • 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.
  • Recent experience in supporting both Windows and Mac environments is essential.
  • Experience in desktop and/or infrastructure support.
  • Proficient understanding of Windows operating systems, networks, databases, and network security concepts and tools.
  • Familiarity with the Microsoft Office suite, including MS Outlook.
  • Excellent communication and troubleshooting skills are a must.
  • Ability to communicate effectively, both verbally and in writing, with stakeholders, leadership, partners, team members, and customers.
  • Proven ability to achieve results in a fast-paced, client-focused environment.
  • Strong commitment to customer service excellence.

Preferred Qualifications:

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

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.

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