Senior Desktop Support Technician II - Onsite & Remote

CompuCom; Bethesda (MD); On-site; USD 27,000 - 37,000; 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 (minimum of 10 days)

Paid parental leave (minimum of 10days

401(k)

FSA/HSA pre-tax benefits

Job summary

Compucom Systems, Inc. is seeking a Level 2 Desktop Technician to provide on-site and remote end-user support, troubleshoot complex issues, and perform device re-imaging and configurations.

The role covers Windows, macOS, and common business apps, with a focus on high-quality customer service and timely problem resolution. The position emphasizes Tier 2 support, hardware/software troubleshooting, and coordination with internal teams.

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.

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

macOS & Linux

Customer service

Executive-level support

Troubleshooting

Tools

ServiceNow

Job description

Compucom Systems, Inc. is seeking a Level 2 Desktop Technician to provide on-site and remote end-user support, troubleshoot complex issues, and perform device re-imaging and configurations.

The role covers Windows, macOS, and common business apps, with a focus on high-quality customer service and timely problem resolution. The position emphasizes Tier 2 support, hardware/software troubleshooting, and coordination with internal teams.