IT Help Desk Technical Support Agent II

CompuCom Systems, Inc. provides end-to-end managed services, technology and consulting to enable the digital workplace for enterprise, midsize and small businesses. CompuCom delights with individual experiences, drives workplace collaboration and productivity, and delivers operational performance and efficiency.

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 to the following Help Desk Technical Support Agent role:

• First point of contact for the end users for all technical issues and service requests
• Provide troubleshooting and technical support via phone, web based tools and email.
• Provide voice based and remote technical support to end users for all standard desktop issues
• Responds to queries, run diagnostic programs, isolates problem, determines and implementssolutions.

Key Responsibilities:

• IT Service Desk - provides first level technical support through phone, email and chat support (ifapplicable
• Diagnoses and troubleshoots end user desktop application issues and provides appropriatesolution
• Resolves Level 1 issues. Elevates complex and/or high priority problems to the appropriate support groups for resolution
• Responds to, and resolves technical end user service and support incidents and requests.
• Follow-up with end users to provide status updates as per service level guidelines
• 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
• Work collaboratively with people across the organization
• 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)
• Install, modify, and repair computer software

Qualifications:

· Ability and willingness to work in a 247365 environment· Ability to talk and type accurately at least 30 wpm· Sound understanding of customer support, operations, and processes· Able to communicate effectively in English both written and verbally, with key stakeholders,leadership, partners, team members, other organizations, and customers· Working knowledge of Windows operating systems, networks, databases, and network securityconcepts and tools is required· Working knowledge of the Microsoft Office application suite including MS Outlook· Experience with multi-platform Windows O/S required· Active Directory, and Exchange preferred· Solid analytical/cognitive skills to troubleshoot complex and technical problems· Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention todetail and quality· Demonstrated capability to achieve results under pressure in a fast-paced client drivenenvironment· Strong desire and enthusiasm to serve customers

Basic knowledge of ITIL

Basic understanding of Service Desk metrics/SLA’sBasic knowledge of Mobile device support

Additional Information:

- Must be a US citizen with a valid birth certificate or passport and a valid driver's license

- Minimum of 18 months+ experience working in a IT Service Desk/inbound Call Center environment· Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents required· Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school preferred· Certification in relevant IT products/technologies required (Examples, CompTIA, A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP))

CompuComis 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.