Onsite Desktop Support Technician — VIP/Windows Expert

eXcell; Wilmington (NC); On-site; USD 26,000 - 34,000; Full time

Job summary

CompucomStaffing is seeking a Desktop Support Technician to join a client team onsite in Wilmington, NC. The role provides end-user support across hardware, software, and network components with a focus on timely problem resolution and excellent customer service.

Qualified candidates will have 3+ years in related field, an Associates degree or equivalent experience, and experience with VIP/white-glove support and Windows OS environments.

Qualifications

• Associates degree preferred or equivalent experience in Computer Science or Information Technology
• Minimum 3+ years of experience in related field
• Desktop and/or Infrastructure support experience
• VIP / White glove support experience
• Microsoft 365 Government Community Cloud High (GCC High) experience preferred
• Basic non-warranty repair skills training (Cabling, Printers, Network, Servers) preferred
• Technical writing competency
• Sound understanding of customer support, operations, and processes
• Able to communicate effectively with stakeholders and customers

Responsibilities

• Diagnose mechanical, hardware, software and systems failures using established procedures
• Perform service, repair and/or installation of computer products including system hardware and software, MFD printers, PCs, laptops, printers, cell phones, tablets, servers, and networking
• Perform account management and maintenance for applications and systems (create or modify user accounts and permissions, password resets)
• Update notes, feedback, or documentation via ticketing systems to track and monitor issues
• Communicate with customers at all levels of technical and non-technical skill sets
• Follow-up with end users to provide status updates per SLA guidelines
• Act as first escalation point for complex/high priority problems; forward to appropriate groups (L3 Tech, Manager)
• Follow SOPs through knowledge management
• Work collaboratively with people across the organization

Skills

Desktop support

VIP support

Windows OS

MS Outlook

Customer service

Education

Associate degree

Tools

Ticketing system

MS Office

Job description

CompucomStaffing is seeking a Desktop Support Technician to join a client team onsite in Wilmington, NC. The role provides end-user support across hardware, software, and network components with a focus on timely problem resolution and excellent customer service.

Qualified candidates will have 3+ years in related field, an Associates degree or equivalent experience, and experience with VIP/white-glove support and Windows OS environments.