Help Desk/Desktop Support Technician

Job Description: A Leading IT Services Provider, CompuCom Systems, Inc. was founded in 1987 and has been profitable for all 18 years of operation.  CompuCom has infrastructure experience, financial strength, industry talent, and proven methodologies to help clients minimize risks, reduce costs, and increase profit potential. As one of the largest multivendor support providers in the nation, CompuCom is well positioned and trusted by some of the most recognized names in the country, including Fortune 1000 enterprises, high-growth companies, vertical market leaders, major technology equipment manufacturers, leading-edge system integrators, and wireless technology providers. These companies rely on CompuCom for superior, unbiased IT services and systems integration.  CompuCom offers a competitive benefits and compensation program.

ROLE SUMMARY

The Technical Support Analyst provides technical support in activities associated with the identification, prioritization and resolution of reported problems.  Activities include recognition, research, isolation, resolution, and follow-up.  Performs general maintenance, troubleshoots, and repairs computer systems in a remote help desk environment.  This position prepares progress reports for work performed.  May involve use of various systems used to support help desk.

 The Analyst role works on assignments of a moderate scope where ability to recognize deviation from accepted practice is required.  Normally receives general instructions on routine work, detailed instructions on new assignments.  Troubleshoots for systems with limited supervision.  Acts as liaison between customers and departments.

Requires 2-5 years of related work experience, or AA degree, or technical training or equivalent combination of education and experience.  The chosen candidate will have experience with and be certified in identified product lines and follow established process and procedures to provide customer support to clients via telephone, email, fax, or chat utilities.

The Technical Support Analyst follows established processes and procedures to provide customer support to clients via telephone, email, fax, or chat utilities; utilizes resources such a Kowledgebases, websites and help desk tools to locate solutions to known problems; troubleshoots system problems and provides solutions using specific product knowledge, system utilities, and operating environment; escalates problems and issues to a higher level of support as appropriate; demonstrates a consistent sense of urgency and follows up on open issues to insure resolution; logs and properly documents all issues and follow-up information; represents CompuCom in a professional and businesslike manner and communicates effectively with customers and associates; performs basic computer software installations/upgrades; reviews and maintains solutions documented in knowledge management and problem resolution software; maintains technical knowledge of supported products through ongoing training; maintains high level of customer support through teamwork and communication of technical/procedural issues; balances multiple shifting priorities; relies on experience to plan and accomplish goals; may be called upon as a technical resource to others.  They complete other related work as assigned.

Job Requirements:
Specific skills needed for this position include: support experience with Outlook, Active Directory and VPN.  You must have strong documentation skills, follow written directions and have strong customer service skills.  Certification in A+ must be attained within the first 90 days of employment.  This candidate must be very organized, detail oriented and able to work well with limited supervision.  Keyboard/typing skills (30 words per minute), excellent phone skills (proactive listening, patience, speaks clearly & concisely), ability to present technical concepts in common language, a positive attitude, a willingness to help others and share knowledge, intermediate to advanced knowledge of PC's, peripheral devices, and a variety of office equipment, standard operating systems, office productivity software, network and internet environments as well as knowledge of troubleshooting logic and techniques. It is the policy of CompuCom Systems, Inc. to provide equal employment for all persons regardless of race, color, religion, national origin, gender, age, country of origin, marital status, veteran status, disability status or sexual orientation. All employment decisions including recruitment, placement, transfer, promotion, training, compensation and termination will be made without regard to these factors. We are committed to an Affirmative Action Program that supports the employment and promotion of qualified women, minorities, individuals with disabilities, disabled veterans and Vietnam Era veterans.

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