Desktop Special Delivery

Overview

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 Desktop Special Delivery Technician to join our team.

This position is On-Site. US-based applicants only.

CompuCom enables our clients to focus on what matters most their customers and their businesses. To do so, we employ a customer-centric, hard-working, and talented group of people.

Join the team today by applying for the following role : Desktop Special Delivery.

What We Need & What You'll Do (Responsibilities)

Requires a detail-oriented professional with the ability to exceed work expectations and be an active participant in meeting corporate goals.

Strong organizational, computer, customer service and analytical skills with a proven track record of success.

Successfully manage Ticket queue for technical support of business applications and troubleshooting issues in desktop environment to resolution for users either hands-on or via remote desktop control.

• Maintains ownership of customer incidents to completion while prioritizing incident reports
• Executes incident investigation, diagnosis, and provision to resolution.
• Performs historical analysis of incidents to identify trends impacting SLAs.
• Proficiency in incident investigation and diagnosis to resolution
• Administration for Active Directory
• Management of ticket queues
• Timely updates and resolution
• Detailed notes within tickets
• Develops rapport with client and provides great customer experience.
• Providing BMO end users all over the country with timely deployments of software delivery and hardware support and troubleshooting.

In most cases, Premier Support as needed with 15-minute fulfillment requirement with users for time sensitive recovery.

• Continual involvement with special projects as a technical expert and create technical reference manuals to ensure that work stream requirements are met.
• Windows 10 Deployment and support team member.
• Provide and ensure a high level of customer service and timely delivery of technical services and remote support.
• Remote client L2 support for all US remote users and home users.
• Build laptops, deploy, and update software for all users nationwide.

Who You Are (Qualifications)

• Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school preferred
• 1 3 years’ experience in IT, Computer science, or other related fields
• Working knowledge of the Microsoft Office application suite including MS Outlook
• Experience with multi-platform Windows O / S required
• Working knowledge of Apple OS
• Preferred, not required : Certification in relevant IT products / technologies (Examples, CompTIA (A+, Network +, Server+ and Security+ certifications and / or Microsoft Certified IT Professional (MCITP)) · Working knowledge of Apple OS, Apple Certified a plus, but not required
• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) or similar ticketing systems to manage and track incidents · Basic knowledge of ITIL, Service Desk metrics / SLA’s, and mobile device support
• High proficiency in Technical Documentation and training material
• Experience with properly diagnosing and route technical problems internally and for the client
• Experience with office and VP

The pay rate is $24.00 to $29.00 HR

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, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.