[Remote] Service Desk Tech I

Note: The job is a remote job and is open to candidates in USA. Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. The Service Desk Technician will be responsible for coordinating, diagnosing, and troubleshooting incoming employee calls for technical/IT issues, serving as the first point of contact for service requests.

Responsibilities

• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
• Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
• Provides case status updates to management and end-users per service level guidelines
• Support and maintain effective relationships with users
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
• Provide support for PCs, laptops, printers, cell phones, and tablets etc
• Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)
• Communicates with customers at all levels of technical and non-technical skills sets

Skills

• 1-2 years related 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
• Associates degree preferred, or technical training
• Experience using ITSM Ticketing tools (e.g., Service Now, Remedy) to manage and track incidents preferred
• Active Directory and Exchange experience preferred

Company Overview