Remote Service Desk Tech II – Escalations

Compucom; North Carolina; Remote; USD 21,000 - 26,000; Full time

Benefits offered by this job

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 (min 10 days annually)

Paid parental leave (min 10 days)

401(k)

FSA/HSA pre-tax benefits

Job summary

Compucom Systems, Inc. is seeking a Service Desk Tech II for a remote position in the United States. The role serves as the escalation bridge between Tier 1 and higher support levels, diagnosing and resolving complex issues with remote tools and advanced knowledge.

The ideal candidate has 1–2 years of related experience, solid Windows OS and network understanding, and familiarity with ITSM tools such as ServiceNow or Remedy. Active Directory and Exchange experience is preferred.

Qualifications

• 1–2 years related experience.
• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required.
• Experience with multi-platform Windows O/S is required.
• Active Directory and Exchange experience is preferred.

Responsibilities

• Handle escalated incidents.
• Perform in-depth root cause analysis and provide timely resolution or escalation when required.
• Work with Tier I and field support teams to ensure seamless communication and ticket handling.
• Troubleshooting hardware and software issues, supporting end-user systems, documenting solutions, and contributing to knowledge base updates to improve first-contact resolution rates.

Skills

Windows OS knowledge

Networks knowledge

Databases knowledge

ITSM tools experience

Active Directory & Exchange experience

Tools

ServiceNow

Remedy

Job description

Compucom Systems, Inc. is seeking a Service Desk Tech II for a remote position in the United States. The role serves as the escalation bridge between Tier 1 and higher support levels, diagnosing and resolving complex issues with remote tools and advanced knowledge.

The ideal candidate has 1–2 years of related experience, solid Windows OS and network understanding, and familiarity with ITSM tools such as ServiceNow or Remedy. Active Directory and Exchange experience is preferred.