Service Desk Tech I

Our Service Desk Support Agents coordinate, diagnose, and troubleshoot incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all service requests needing support for technical/IT issues involving desktop, laptop or network services from local personnel or from employees using remote network access.

The hours for these positions (4) are Monday-Friday:

8:30am - 5:00pm

9:00am - 5:30pm

11:30am - 8:00pm

1:30pm - 10:00pm

Responsibilities :

• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution

• Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction

• Provides case status updates to management and end-users per service level guidelines

• Support and maintain effective relationships with users

• Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support

• Provide support for PCs, laptops, printers, cell phones, and tablets etc.

• Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)

• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).

• Associates degree preferred, or technical training

• 1-2 years related experience

• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required

• Experience with multi-platform Windows O/S required

• Experience using ITSM Ticketing tools (e.g., Service Now, Remedy) to manage and track incidents preferred

• Active Directory and Exchange experience preferred

The hourly rate for this position is between $13.50- $18.00 per hour, unless the local minimum wage is higher. Factors which

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We're looking for a Service Desk Technician to join our team.