Desktop Technician II - Remote & Onsite Support

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. 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.