Job Information
CompuCom Service Experience in Frankfort, Kentucky
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)
Associates degree preferred, or technical training
Technical Training, IT, Other relevant fields
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 experienceExperience using ITSM Ticketing tools (e.g., Service Now, Remedy) to manage and track incidents
Active Directory and Exchange experience
A+ certification
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.
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.
Apply/Socialize
California Residents:Click hereto access the California Privacy Notice.
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) .
Socialize this job opportunity to a friend, colleague, or family member:
Posted Date4 weeks ago(4/5/2024 10:09 AM)
Posting Location Louisville, KY
Req # R0034211
Category Technical Support
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.