Field Service Tech ll

Compucom; Fayetteville (AR); On-site; USD 48,000 - 62,000; Full time

Job summary

CompuCom is seeking a Field Technician Level 2 to provide on-site technical support for complex IT issues across Windows, macOS, Linux environments. You will act as a liaison among customers and internal teams to drive timely resolutions, handle data transfers, and build images when needed.

A company vehicle may be provided and driving is required. The role emphasizes strong communication, multitasking, and adherence to service levels, with a focus on delivering high‑quality support and service

Qualifications

• One year IT technical support experience.
• CompTIA A+ certification.
• Net+ CompTIA certification preferred.
• Driver's license required.

Responsibilities

• Provide exceptional customer service and build relationships.
• Travel within a radius of up to 125+ miles daily in a specific route.
• Understand AC/DC and backup power concepts.
• Manage triage, troubleshooting and resolution to client scope on IT equipment.
• Document efforts, issues and resolutions, close cases daily.
• Familiar with various operating systems (Windows OS, OSX, Linux/Unix).
• Proficient communicator with emotional intelligence for explaining IT terminology at the client level.

Skills

IT support experience

Driver's license

Tools

CompTIA A+

Net+

Job description

Overview

Our Field Technicians Level 2 provide on‑site technical support to internal or external customers in resolving complex or escalated technology issues on operational or maintenance aspects of system equipment. Responsible for day‑to‑day operation of applications and equipment and serve as a customer contact on technical and service‑related problems. They ensure that all schedules, transmission, on‑line systems, and problems are resolved in an accurate and timely manner. 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. They may also determine the most cost‑effective repair/ resolution to minimize customer downtime. This position may require driving a company‑provided vehicle.

Essential Duties & Responsibilities

Percentage of Duties (must add to 100%)

• Working knowledge of the Microsoft Office application suite including MS Outlook.
• 10%
• Sound understanding of customer support, operations, and processes.
• 20%
• Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers.
• 10%
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.
• 10%
• Demonstrated capability to achieve results in a fast‑paced, client‑driven environment.
• 10%
• Follow‑up with end users to provide status updates as per service level guidelines (SLA's)
• 10%
• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required.
• 20%
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
• 10%

Education and Experience Requirements

• High School Diploma or GED
• 2 years in Computer Science, IT or related fields
• Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
• Working knowledge of the Microsoft Office application suite including MS Outlook
• Experience With Multi-platform Windows O/S Required
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
• Demonstrated capability to achieve results in a fast‑paced, client‑driven environment
• CompTIA A+ Certification
• Min 1 OEM Desk/Notebook
• Dell Enterprise
• Basic non‑warranty repair skills training as assigned (Cabling, Printers, Network, Servers)
• HP Printer Basics + Printers as assigned
• Lexmark Printer Basics + Printers as assigned
• Apple MAC Certifications as assigned
• Written and oral English and French
• Strong desire and enthusiasm to serve customers
• Sound understanding of customer support, operations, and processes
• Technical writing
• Coding/programming
• MS Office
• Cloud & SaaS services
• Requires a valid drivers license
• Position may require driving
• Position may require driving a company‑provided vehicle

Decision Making and Independence

MinimalMinimal – performs tasks/duties under direct supervision, with defined policies/procedures. Work is reviewed by supervisor. Decisions/actions have minimal impact, results are immediate, problems are easily detected & cause little difficulty/loss of time to correct.

Limited – Performs tasks/duties under general supervision with established procedures. Decisions/actions have a moderate impact. Chooses from limited alternatives for resolution. Occasional independent judgment required. Refers unusual problems to supervisor.

Moderate – Performs duties within scope of general policies, procedures & objectives. Regular exercise of independent judgment. Makes recommendations that affect policies, procedures & practices. Refers exceptions to leader.

Significant – Develops objectives, policy, procedure for specific program/function. Work/decisions do not require direction/review. Refers strategic issues to leader. Decisions have significant impacts affecting other departments/clints or influence on operations.

Extensive – Develops strategy/policy for area of responsibility, accountable for results. Authority for independent decisions on matters of significance. High degree of independent judgement & complex problem solving. Affects operation on a continuing basis.

Complexity

Low (Based on duties, the degree of autonomy and scope of responsibility)Low – Tasks are highly interrelated and simple. Work consists of standard procedures and tasks. There is no responsibility for budget, revenues and/or expenditures.

Medium – tasks are multiple and focus more on single processes. Work is usually standardized but occasionally varied. There is no responsibility for budget, revenues and/or expenditures.

High – Tasks are multiple & diverse interrelated across processes, integrate functional area & involve variables that may be abstract. Work requires the direct application of a variety of procedures. Has budget responsibility & expenditure authority.

Management and Supervisory Responsibilities

Supervisory Oversight: NoneNone

Limited – Work involves, in addition to base duties, regular responsibility for providing training & work guidance to others within work unit or providing functional advice and guidance to individuals outside the immediate work unit related to standard practice.

Extensive – Work involves supervising, through subordinate managers, of employees performing activities in two or more segments of a unit. Emphasis on planning/objective setting. Responsible for hiring, termination, salary and performance evaluation.

Does this role have budgetary responsibilities: No

Is this job responsible for setting and controlling a budget. No

Does this job have input into setting a budget. No

Is this job responsible for staying within an assigned budget. No

Physical Demands

• Standing Frequently (Up to 67% of the time)
• Sitting Occasionally (Up to 33% of the time)
• Climbing Not Required (0% of the time)
• Bending Occasionally (Up to 33% of the time)
• Balancing Not Required (0% of the time)
• Stooping Not Required (0% of the time)
• Kneeling Occasionally (Up to 33% of the time)
• Crouching Occasionally (Up to 33% of the time)
• Crawling Not Required (0% of the time)
• Reaching Occasionally (Up to 33% of the time)
• Lifting Occasionally (Up to 33% of the time)
• Walking Frequently (Up to 67% of the time)
• Keyboarding Occasionally (Up to 33% of the time)
• Feeling Occasionally (Up to 33% of the time)
• Talking Frequently (Up to 67% of the time)
• Hearing Frequently (Up to 67% of the time)

Environmental Conditions

• Working Indoors Constantly (Up to 100% of the time)
• Working Outdoors Occasionally (Up to 33% of the time)
• Extreme Cold Not Required (0% of the time)
• Extreme Heat Not Required (0% of the time)
• Noise Occasionally (Up to 33% of the time)
• Vibration Not Required (0% of the time)
• Hazards Not Required (0% of the time)
• Atmospheric Conditions Not Required (0% of the time)

Work and Physical Demands

• Sedentary: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Yes
• Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Light work is primarily in an office setting with little or no physical demands. Yes
• Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Medium work is generally in a warehouse or retail setting and requires the use of a small or moderate amount of force. No
• Very Heavy Work: Exerting in excess of 100 pounds of force occasionally, and/or in excess of 50 pounds of force frequently, and/or in excess of 20 pounds of force constantly to move objects. Very heavy work involves a lot of physical strength and endurance. No
• Noise Level: Very Loud: No Loud: No Moderate: Yes Quiet: Yes Very Quiet: No
• Vision Requirements: Depth Perception: Yes Distance: No Peripheral: No Close: Yes Ability to Adjust Focus: Yes
• Mental Requirements: Communication: Yes Comprehension: Yes Concentration: Yes Reasoning and Decision-Making: Yes Mathematics: Yes Multi-Tasking: Yes Organization: Yes

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification and are not intended to be a complete list of all responsibilities, duties and skills required of associates so classified. Other duties may be assigned. Regular attendance and timely appearance are essential for the completion of this work.

Job Descriptions are subject to change at any time.

CompuCom - Lowes FST position supporting the greater Fayetteville, AR area.

CompuCom Systems, Inc. provides end‑to‑end managed services, technology, and consulting to enable the digital workplace for enterprise, midsize and small businesses. CompuCom delights with individual experiences, drives workplace collaboration and productivity, and delivers operational performance and efficiency.

CompuCom enables our clients to focus on what matters most - their customers and their businesses.

What We Need & What You'll Do (Responsibilities)

• Exceptional Customer Service and relationship building competence
• Travel within a radius of up to 125+ miles daily in a specific route
• Understand AC/DC and backup power concepts
• Excellent time management and reporting skills
• Familiar with various operating systems (e.g. - Windows OS, OSX, Linux/Unix)
• Manage triage, troubleshooting and resolution to client scope on IT equipment
• Occasionally works at heights of 20’ to 25’, lift equipment training provided
• Document efforts, issues and resolutions, close cases/tickets daily
• Experience desired in copper and fiber cabling and various terminating connectors
• Proficient communicator with emotional intelligence insight for explaining IT terminologies at the client’s level of understanding
• Insight to POS, PC, Printers, Thin Clients, AP’s, Servers, Network switch equipment
• Able to lift 25 lbs

Who You Are (Qualifications)

• One year IT technical support experience
• CompTIA A+ (Required)
• Net+ CompTIA certification preferred
• Driver's License (Required)