Service Desk Tech

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.The hours are Thursday-Monday, 12:30pm - 9pm or 6am - 2:30pmResponsibilitiesDiagnoses and troubleshoots end user desktop application issues and provides appropriate solutionProvides timely resolution of problems or escalation on behalf of the customer and ensures their satisfactionProvides case status updates to management and end-users per service level guidelinesSupport and maintain effective relationships with usersDevelops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT supportProvide 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 setsSkills & Qualifications:Associates degree preferred, or technical training1-2 years related experienceWorking knowledge of Windows operating systems, networks, databases and network security concepts and tools is requiredExperience with multi-platform Windows O/S requiredExperience using ITSM Ticketing tools (e.g., Service Now, Remedy) to manage and track incidents preferredActive Directory and Exchange experience preferredWage RangeThe hourly rate for this position is between $13.50 - $19.80 per hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.BenefitsThe Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.Equal Employment Opportunity: 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, age, disability, protected veteran status, or any other characteristic protected by law.