Command Center Technician

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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 Command Center Technician to join our team.

• Provides technical triage expertise via telephone and/or remote network connectivity to customers for diagnosing, troubleshooting, repairing and debugging complex hardware devices.
• Supports multiple types of devices, manufacturers and variations used in many configurations and environments; including customer proprietary systems.
• Prepares tickets for field dispatch, orders necessary parts for repair and provides initial instruction for the field service technician to complete repairs.
• Provides input and feedback on Triage Knowledge Base support documentation.
• Technical Triage works with multiple customers and follows established processes and uses established procedures to triage issues, determine the scope of issues, and prepare tickets for field dispatch. Uses defined practices, methods, and techniques for problem resolution.
• Works on a queue of incoming calls and prepares tickets for dispatch.
• Works more complex incidents and provides escalation management, training, and mentorship to other members of the team.
• Follows defined processes paying extreme attention to detail while assessing and developing resolution plan for more difficult issues.
• Provides specific, detailed feedback and may assist in the development and/or continuous improvement of support documentation.
• Participates in incident and process analysis for compliance and continual improvement opportunities.
• Identify Industry best practices for technical training and certifications, leading-edge tools and technologies, provide annual recommendations to management.
• Participates in special projects, tasks, and other assigned duties as assigned.
• Problem management, task prioritization, ticket management, escalation control and follow up.
• Support for different types of network re-image techniques such as PXE (Preboot Execution Environment) and SCCM (Microsoft System Center Configuration Manager) Seek for CSI (Continual Service Improvements).
• 5 years of IT related work with 3 years' experience in a Technical Triage related environment.
• Typically requires five to six years of relevant IT related experience with three years being in a Technical Triage related environment or equivalent combination of experience and education.
  
  

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.