Why Compucom? (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 Service Desk Technician to join our team.

　　This position is Remote (Night Shift Only). US-based applicants only.

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

　　Coordinates, diagnoses, and troubleshoots incoming employee calls. Provides support services to employees and clients with technical problems and information technology issues involving desktop, laptop, or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support. Responsible for advising and assisting users in solving problems related to hardware, software, networks, and peripherals using available technology.

　　Primary/Key Responsibilities

　　Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution Compliance to Quality Assurance evaluation (Calls, chats, email, self-service interactions, and Tickets)

　　Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)

　　Contact Handling calls, chats, and emails

　　Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction Proper Documentation of tickets

　　Escalate complex tickets and ensure closure (follow up)

　　Monitoring and following up on tickets in the ITSM platform

　　Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support

　　Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).

　　Who You Are (Qualifications)

　　Level of Formal Education: Associates degree preferred, or technical training

　　Area of Study: Technical Training, IT, Other relevant fields

　　Years of Experience: 1-2 years

　　Type of Experience: • Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required.

　　Experience with multi-platform Windows O/S required

　　IT Service desk / Call Center environment experience

　　Experience using ITSM Ticketing tools (e.g., Service Now, Remedy) to manage and track incidents preferred

　　Active Directory and Exchange experience preferred

　　Special Certifications: A+ certification preferred.

　　Language Skills: ● Written and oral English

　　Technical Competencies: ● SME for Account (training)

　　Access Management Proficiency

　　Process improver, game changer, proactive demonstrated through stretch projects based on ITIL, A+, and other methodologies

　　Networking, basic connection, wifi, vpn, lan, hotspot troubleshooting

　　Telecom VOIP basic understanding

　　Basic knowledge of Access Management: active directory, power shell, jump server

　　Basic PC hardware knowledge

　　Ability to type while in involved in a conversation, at least 30 WPM

　　Solid analytical/cognitive skills to troubleshoot complex and technical problems

　　The pay rate is $19.80HR which includes a 10% diferential.

　　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.

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　　Fair Chance Ordinance

　　We will consider for employment qualified applicants with arrest and conviction recordsCity & County of San Francisco Fair Chance Ordinance (https://sfgov.org/olse/sites/default/files/Document/FCO%20Poster%20Set%20All%20Languages%2010%2001%2018.pdf) .

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　　Posted Date1 week ago(1/19/2024 10:40 AM)

　　Posting Location USA

　　Req # R0033555

　　Category IT

　　CompuCom Systems, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans.