What are the responsibilities and job description for the Level 1 Desktop Technician position at CompuCom?
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 Level 1 Desktop Technician to join our team.
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
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
Our benefits include :
Health Insurance (Medical, Dental, Vision)
Basic Life / AD&D
Employee Assistance Program
Paid Holidays
Paid Time Off
401(k)
FSA / HSA Pre-Tax Benefits
Discounts
Life / Disability Plans
CompuCom 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, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.
