Service Experience Tech

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.

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

1. 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)
2. Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
3. Contact Handling calls, chats, and emails

- Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction

1. 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

1. 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
• 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