Desktop Tech II

CompuCom; Bethesda (MD); On-site; USD 55,875,000 - 75,933,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

AD&D insurance

Disability plans

Employee Assistance Program

Paid holidays

Paid time off

Paid parental leave

401(k)

FSA/HSA pre-tax benefits

Job summary

Compucom Systems, Inc. is seeking a Desktop Technician to join our on-site support team in Bethesda, MD. As a Level 2 Technician, you will troubleshoot Windows/macOS devices, provide on-site and remote end-user support, and maintain devices and software across HP, Dell, and Apple platforms.

The role emphasizes customer service, incident tracking in ServiceNow, and hardware repair and imaging. Candidates should have 3–5+ years of desktop support and be authorized to work in the United States.

Qualifications

• 3–5+ years of desktop support experience.
• Experience using ServiceNow for ticketing.
• Experience with Windows 11 and Microsoft Office 365.
• Knowledge of macOS and Linux environments is a plus.
• Strong troubleshooting and customer service skills.
• Experience delivering white-glove/executive-level support.

Responsibilities

• Tier 2 desktop support providing onsite and remote end user support.
• Troubleshoot and resolve issues escalated from the help desk.
• Provide software and hardware support for client devices (HP, Dell, Apple).
• Provide printer support as needed.
• Perform device re-images and configurations.
• Provide software troubleshooting and break-fix for Windows OS and Apple iOS.
• Provide hardware troubleshooting and break-fix for HP, Dell and Apple devices.
• Order replacement parts/returns under warranty and perform onsite hardware repairs.
• Obtain HP, Dell and Apple certifications (instructions provided).
• Maintain client incident updates (in person/phone/ServiceNow).
• Keep troubleshooting notes and resolutions in the client’s ServiceNow ticketing system.
• Engage in customer interactions maintaining the highest level of customer satisfaction.

Skills

Desktop support

Customer service skills

Troubleshooting

Executive-level support

Tools

ServiceNow

Job 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 Desktop Technician to join our team.

The Desktop Tech II is responsible for providing onsite support to internal or external customers in resolving complex or escalated technology issues. They ensure the proper day-to-day operation of applications and equipment and troubleshoot on-site software and hardware issues on laptops, desktops, tablets, smartphones and/or printers. They also may resolve higher level support to servers, and/or network equipment or perform updates, repairs, upgrades, backups, and other maintenance tasks.

As a Level 2 Technician, they may serve as a liaison between customers, departments, and within the organization to lead problem resolution and change management processes. Their work may be more technical in nature and could include more complex tasks, such as performing data transfers or building images.

Responsibilities

• Tier 2 Desktop support providing onsite and remote end user support.
• Troubleshoot and resolve issues escalated from the help desk.
• Provide software and hardware support for client’s devices (HP, Dell, Apple).
• Provide printer support as needed.
• Perform device re-images and configurations.
• Provide software troubleshooting and break-fix for Windows OS and Apple iOS.
• Provide hardware troubleshooting and break-fix for HP, Dell and Apple devices.
• Order replacement parts/returns under warranty and perform onsite hardware repairs.
• Obtain HP, Dell and Apple certifications (instructions will be provided).
• Maintain Client incident updates (in person/on the phone/ Service Now).
• Keep up to date troubleshooting notes and resolutions in client’s Service Now ticketing system.
• Engage in customer interactions maintaining the highest level of customer satisfaction.

Skills & Qualifications

• Minimum 3 to 5+ years of desktop support experience
• Strong experience using ServiceNow ticketing system
• Experience supporting Windows 11, Microsoft Office 365, and common business applications (Adobe, etc.)
• Knowledge of macOS and Ubuntu / Linux environments
• Strong troubleshooting and customer service skills
• Experience delivering white-glove / executive-level support

Wage Range

The hourly rate for this position is between $19.50 - $26.50 per hour, unless the local minimum wage is higher. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits

• medical insurance
• dental insurance
• vision insurance
• life insurance
• AD&D insurance
• disability plans
• Employee Assistance Program
• paid holidays (up to 12 days annually)
• paid time off (minimum of 10 days annually, which increases with seniority level)
• paid parental leave (minimum of 10 days annually)
• 401(k)
• FSA/HSA pre-tax benefits

Expiration Date

This posting is anticipated to remain open until 11/24/2026.

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, age, disability, protected veteran status, or any other characteristic protected by law.

Work Authorization

Candidates must be authorized to work in the United States without the need for current or future employer sponsorship.

AI Usage

Please note, artificial intelligence (AI) may be used to screen, assess, or select applicants for this position.

Arizona Applicants

TO THE EXTENT REQUIRED BY APPLICABLE LAW, THE COMPANY MAINTAINS A SMOKE-FREE WORKPLACE.

California Residents

PLEASE REVIEW THE CALIFORNIA CONSUMER PRIVACY ACT NOTICE (https://www.compucom.com/wp-content/uploads/2025/09/Compucom-California-Consumer-Privacy-Act-Notice.pdf).

We will consider for employment all qualified applicants, including those with criminal histories, arrest, and conviction records in a manner consistent with the requirements of applicable state and local laws. This includes the City of Los Angeles Fair Chance Initiative for Hiring Ordinance as well as the San Francisco Fair Chance Ordinance.

Maryland Applicants

UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT AN INDIVIDUAL SUBMIT TO OR TAKE A LIE DETECTOR OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.

Massachusetts Applicants

IT IS UNLAWFUL IN MASSACHUSETTS TO REQUIRE OR ADMINISTER A LIE DETECTOR TEST AS A CONDITION OF EMPLOYMENT OR CONTINUED EMPLOYMENT. AN EMPLOYER WHO VIOLATES THIS LAW SHALL BE SUBJECT TO CRIMINAL PENALTIES AND CIVIL LIABILITY.

Rhode Island Applicants

THE COMPANY IS SUBJECT TO CHAPTERS 29-38 OF TITLE 28 OF THE GENERAL LAWS OF RHODE ISLAND, AND IS THEREFORE COVERED BY THE STATE’S WORKERS’ COMPENSATION LAW.

On-Camera Video Interview Notice

Candidates selected to interview must participate in live, on-camera video interviews for identity verification and assessment purposes. Interviews will be recorded where permitted by law. Participation and consent to applicable recording requirements are required to continue in the hiring process. Failure to participate in required on-camera interviews may result in removal from further consideration for employment.

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, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.

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