Desktop Tech II

CompuCom; Bethesda (MD); Vor Ort; USD 27.000 - 37.000; Vollzeit

Benefits dieser Stelle

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)

Paid parental leave (minimum of 10days

401(k)

FSA/HSA pre-tax benefits

Zusammenfassung

Compucom Systems, Inc. is seeking a Level 2 Desktop Technician to provide on-site and remote end-user support, troubleshoot complex issues, and perform device re-imaging and configurations.

The role covers Windows, macOS, and common business apps, with a focus on high-quality customer service and timely problem resolution. The position emphasizes Tier 2 support, hardware/software troubleshooting, and coordination with internal teams.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Desktop support

ServiceNow

Windows 11

macOS & Linux

Customer service

Executive-level support

Troubleshooting

Tools

ServiceNow

Jobbeschreibung

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

More detailed information can be found here.

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

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.

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

Please note, artificial intelligence (AI) may be used to screen and/or assess applicants for this position but will not be used to substantially replace human decision making regarding this position.

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

PLEASE REVIEW THE California Consumer Privacy Act Notice.

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.

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.

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.

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.