- Real time on floor support (Queue monitoring, long call support, processes compliance, escalation point, Incident management, complex technical issues resolution, Supervisor calls).
- Resolves Level 1 and Level 2 issues. Elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution (L3 Agent, Manager, etc.).
- Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution.
- Assisting L1's with escalations and technical questions. They also provide technical coaching and training as things change in the environment.
- Follow-up with end users to provide status updates as per service level guidelines (SLA's).
- Communicates with customers at all levels of technical and non-technical skills sets.
- High proficiency in Technical Documentation and training material
- Experience with properly diagnosing and route technical problems internally and for the client
- Experience with office and VPN
- Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) or similar ticketing systems to manage and track incidents
- Basic knowledge of ITIL, Service Desk metrics/SLA's, and mobile device support
- Preferred, not required: Certification in relevant IT products/technologies (Examples, CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP))
- Working knowledge of Apple OS, Apple Certified a plus, but not required
- Data mining, analytical thinking and reporting skills
- High proficiency in Technical Documentation and training material
- Productivity & Collaboration Tools proficiency
- Strong hardware and software knowledge
- Ability to talk and type accurately at least 30 wpm
- Prioritization ability
- Adaptability
- Communication skills to deliver information to a basic level Sound understanding of customer support, operations, and processes
- People Skills
- Ability to work under pressure and meet deadlines
- Leadership Skills
- Working in a fast paced environment
- Customer focus
- Working knowledge of the Microsoft Office application suite including MS Outlook
- Experience with multi-platform Windows O/S required
- Working knowledge of Apple OS
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Desktop Tech II - Tallahassee, United States - CompuCom Systems Inc
Description
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 Desktop Tech II in the Jacksonville, FL area to join our team.
This position is On-Site. US-based applicants only.
Compensation: $22.00/HR. + based on qualifications and interview.
What We Need & What You'll Do (Responsibilities)
The Desktop Tech II will Provide troubleshooting and technical support via phone, web-based tools, and email. The individual will provide voice-based and remote technical support to end users for all standard desktop issues and responds to queries. The Desktop Tech II will run diagnostic programs, isolates problems, determine and implement solutions. The individual must also be able to demonstrate the capability to achieve results under pressure in a fast-paced client-driven environment and have the ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality. They also spend their day on the phone coordinating, diagnosing, and troubleshooting incoming employee calls for a wide variety of clients and industries just like an L1. They are the first point of contact for all technical 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.
Primary Responsibility:
Who You Are (Qualifications)
Associate's (or equivalent) degree in Computer Science or Information Technology from a technical school preferred.
IT, Computer science, or other related fields
2 – 4 years of Experience
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.
