IT Help Desk Technical Support Agent (Remote/Telecommute)

CompuCom
Ftthomas, KY
28 Oct 2024

Vacancy expired!

(Fully Remote/Telecommute position/Work From Home/WFH)CompuCom is now a part of the Office Depot family of companies. Come join a growing global company that has a laid-back culture, values your skills, focuses on growing your career, and promotes work-life balance. Competitive pay, a generous time-off policy, and full benefits including 401k with matching are included in our Benefits Package. This role reports to and partners with our offices in Louisville, KY and Ft. Mill, SC while working from home.

Our IT Help Desk/Service Desk Technical Support Agents spend their day on the phone coordinating, diagnosing, and troubleshooting incoming employee calls for a wide variety of clients and industries. They are the first point of contact and representative for all support service requests. These are requests for support for technical/IT issues involving desktop and laptop application software or network services from local personnel or from employees using remote network access.

  • Diagnose and troubleshoot end-user desktop application issues and provides an 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
  • 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, 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
  • Follow all standard operating procedures (SOP) through the effective use of Knowledge management
  • Related work experience preferably in a Customer Service focused environment, IT Service Desk/Call Center environment experience a bonus
  • Focus on providing exceptional customer service with enthusiasm with an understanding of operations, and processes
  • Able to communicate effectively in English both written and verbal with leadership, team members, and customers
  • Ability to type while involved in a conversation, at least 30 WPM
  • Working knowledge of Windows operating systems and basic network configurations preferred
  • Working knowledge of the Microsoft Office application suite including MS Outlook preferred
  • Active Directory and Exchange experience a bonus yet not required
  • Solid analytical/cognitive skills to troubleshoot complex and technical problems
  • Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
  • Demonstrated capability to achieve results under pressure in a fast-paced call center driven environment

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.