Desktop Tech I
Role details
Job location
Tech stack
Job description
Our Desktop Support Technicians Level 1 are responsible for providing onsite support to internal or external customers in resolving basic, first-level support technology issues. They ensure the proper day-to-day operation of applications and equipment and troubleshoot on-site software and hardware issues on laptops, desktops, tablets, smartphones and/or printers. They also may resolve first-level support to servers, and/or network equipment or perform updates, repairs, upgrades, backups, and other maintenance tasks. As the first point of contact for technical support and service requests, they may provide assistance via phone or email as well., * Diagnoses mechanical, hardware, software and systems failures, using established procedures
- Performs service, repair and/or installation of computer products including system hardware and software, MFD printers, PC's, laptops, printers, cell phones, tablets, single and multi-processor servers, and wired/wireless networking
- Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)
- Consistently provides and updates notes, feedback, or documentation via the appropriate ticketing systems to track and monitor issues
- Communicates with customers at all levels of technical and non-technical skill sets
- Follow-up with end users to provide status updates as per service level guidelines (SLA's)
- Elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution (L2 Tech, Manager, etc.)
- Follow all standard operating procedures (SOP) through the effective use of knowledge management
- Works collaboratively with people across the organization
Requirements
- Associates degree preferred or equivalent experience in Computer Science or Information Technology from an accredited school
- Knowledge of assigned area required
- Desktop and/or Infrastructure support Experience
- Account Specific Training or Certification
- Technical writing competency
- Coding/programming competency
- Cloud & SaaS services competency
- Sound understanding of customer support, operations, and processes
- Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
- Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
- Demonstrated capability to achieve results in a fast-paced, client driven environment
- Strong desire and enthusiasm to serve customers
- Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
- Working knowledge of the Microsoft Office application suite including MS Outlook, Work Authorization: Candidates must be authorized to work in the United States without the need for current or future employer sponsorship.
Benefits & conditions
The hourly rate for this position is between $15.75 - $21.00 per hour, unless the local minimum wage is higher. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate., The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits. More detailed information can be found here. (https://www.compucom.com/wp-content/uploads/2025/06/2025-Compucom_Benefits-Summary_FINAL-rev-04-07-25_Legal.pdf)
