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- 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
- Proper Documentation of tickets
- Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
- Associates degree preferred, or technical training
- Technical Training, IT, Other relevant fields
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- IT Service desk / Call Center environment experienceExperience using ITSM Ticketing tools (e.g., Service Now, Remedy) to manage and track incidents
- Active Directory and Exchange experience
- A+ certification
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Service Experience - Frankfort, United States - CompuCom
Description
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.
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
- Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
- 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
Our benefits include:
Health Insurance (Medical, Dental, Vision)
Basic Life/AD&D
Employee Assistance Program
Paid Holidays
Paid Time Off
401(k)
FSA/HSA Pre-Tax Benefits
Discounts
Life/Disability Plans
The pay rate is $19.80HR which includes a 10% diferential.
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.
