What are the responsibilities and job description for the Site Service Specialist position at CompuCom?
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Our client has a brand new opportunity for a qualified Site Service Specialist to join their team onsite in Manhattan, NY. The ideal candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the department. The candidate will also provide hands-on support to other IT teams including but not limited to Audio Visual, Network, Server, and print services. This specialist will act as a single point of contact (SPOC) to manage and resolve incidents, problems, and service requests reported to the IT Field Services in line with service level agreements (SLAs), take ownership of incidents and communicate on progress, maintain a high degree of customer service for all support queries and adhere to all service management principles, Escalate issues when required, assist with trend analysis, contribute to knowledge management, participate in audit activities related to the incident and problem management process, identify and report repeated issues, provide high quality support with very good customer service, technical expertise and timeliness.
Duties and Responsibilities :
Install, configure, and maintain desktop and laptop PCs and peripherals, such as printers
Install and configure applications and operating system software and upgrades
Troubleshoot and repair hardware and network connectivity issues
Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule
Knowledge and familiarity with mobile devices (Smartphones / iPads)
Perform company and customer specific technical work for technology initiatives
Document all work performed and enter requests for new services from staff and customers in the appropriate help desk system
Performing DELL hardware break fix support
Staging of customer PC and deployments
Perform other technology related duties as assigned
Work with specialized trader applications like market data, Reuters etc.
Researches, resolves, and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards
Follows up with user to ensure problem is resolved satisfactorily
Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users
Develops and provides technical coaching and mentoring to other desktop services staff and company associates
May act as product liaison for major products, working with other areas of IT, other departments and third-party vendors to solve technical issues as needed
Installs new or upgraded hardware / software as assigned via service requests
Coordinates installation with the user and follows up to ensure customer satisfaction
Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels
Demonstrate initiative and act independently to resolve problems
Participate as a member of the rotating IT on-call team that provides 24 hour support to internal customers. Not all sites require on-call participation
Participate in team projects as requested
Skills and Qualifications :
Proficient PC skills, specifically in Windows and IOS environments
Ability to document, track, and monitor a problem / issue to a timely resolution
Strong problem-solving ability
Able to work in a team environment and assist team members on various issues
Able to provide other ad hoc support and complete duties as assigned
Able to works in an environment with competing priorities
Networking skills
Asset tracking skills
Stock room management skills
Basic support in Video conferencing equipment
PC hardware repair (Dell / Client), Windows system support, OS X Support experience
Software installation / troubleshooting experience
Knowledge of performing Tech Refresh
Mobile device support (iOS / iPhone / iPads) - excluding warranty hardware repair
Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment
Must be customer focused
Must have personal accountability for results
Must be detail oriented
Strong analytical and troubleshooting skills
25.00 - $26.00 per hour
We offer a comprehensive benefit package that you can elect into including but not limited to : Health Insurance (Medical, Vision, Dental), 401k, Basic Life / AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA / HSA Pre-Tax Benefits, Employee Discounts.
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. CompucomStaffing () ™ Supports Equal Employment Opportunity CompucomStaffing () ™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.compucom.com .
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.
Salary : $25 - $26
