Desktop Tech II

Compucom; Bethesda (MD); On-site; USD 28,000 - 37,000; Full time

Job summary

Compucom Systems, Inc. is seeking a Desktop Technician to join our team in Bethesda, MD. The role focuses on Tier 2 desktop support, onsite and remote assistance, and resolving issues escalated from the help desk while maintaining high customer satisfaction.

You will support Windows 11, Office 365, and common business apps, with knowledge of macOS and Linux environments, and deliver executive-level support as needed. On-site work is required.

Qualifications

• 3 to 5+ years desktop support experience.
• Experience using ServiceNow ticketing system.
• Experience supporting Windows 11, Microsoft Office 365, and common business apps.
• Knowledge of macOS and Linux environments.
• 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’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

Desktop support

ServiceNow

Windows 11

Microsoft 365

macOS

Ubuntu/Linux

Troubleshooting

Customer service

Executive 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.

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

The Company offers the following benefits for this position, subject to applicable eligibility requirements: 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.

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

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.

Work Authorization:

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

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.

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.