What are the responsibilities and job description for the Service Desk II 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 Service Desk Technician to join our team.
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.
- 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).
- Communicates with customers at all levels of technical and non-technical skills sets
- 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
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
