Service Desk Tech I (Remote

CompuCom Systems, Inc.; Fort Mill (SC); Remote; USD 10,000 - 60,000; Full time

Job summary

A leading IT services provider is seeking a Remote Service Desk Technician. Responsibilities include diagnosing technical issues, providing IT support, and implementing service procedures. Candidates should have experience with Windows OS and ITSM tools. The role requires strong technical competencies and excellent communication skills. Pay rate is competitive at $18.00 per hour based on experience.

Qualifications

• 1-2 years of experience in IT Service Desk/Call Center environment.
• Working knowledge of networks, databases, and network security.
• Ability to type while involved in a conversation, at least 30 WPM.

Responsibilities

• Diagnose and troubleshoot end user desktop application issues.
• Provide timely resolution of problems for customer satisfaction.
• Implement standard operating procedures for remote IT support.

Skills

Windows operating systems

Networking

Technical training

ITSM Ticketing tools

Basic PC hardware knowledge

A+ certification

Education

Associates degree preferred

Tools

Service Now

Remedy

Job description

Job Description:

Job information Service Desk Tech I (Remote from the Company CompuCom Systems, Inc., this latest Service Desk Tech I (Remote job vacancy is located in the city Remote in Fort Mill, SC located in the country United States . This latest job opening is open to job seekers who have the latest education / graduate Bachelor Degree . Job Vacancies in this Call Center field have been opened and published up to the specified time.

Job Responsibility:

Why Compucom? (Overview): Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We're looking for a Service Desk Technician to join our team. This position is Remote. US-based applicants only.

What We Need & What You'll Do (Responsibilities): Coordinates, diagnoses, and troubleshoots incoming employee calls. Provides support services to employees and clients with technical problems and information technology issues involving desktop, laptop, or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support. Responsible for advising and assisting users in solving problems related to hardware, software, networks, and peripherals using available technology.

Primary/Key Responsibilities:

• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution Compliance to Quality Assurance evaluation (Calls, chats, email, self-service interactions, and Tickets)
• Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
• Contact Handling calls, chats, and emails
• Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
• Proper Documentation of tickets
• Escalate complex tickets and ensure closure (follow up)
• Monitoring and following up on tickets in the ITSM platform
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).

Who You Are (Qualifications):

• Level of Formal Education: Associates degree preferred, or technical training
• Area of Study: Technical Training, IT, Other relevant fields
• Years of Experience: 1-2 years
• Type of Experience: Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required.
• Experience with multi-platform Windows O/S required
• IT Service desk / Call Center environment experience
• Experience using ITSM Ticketing tools (e.g., Service Now, Remedy) to manage and track incidents preferred
• Active Directory and Exchange experience preferred
• Special Certifications: A+ certification preferred.
• Language Skills: Written and oral English
• Technical Competencies: SME for Account (training)
• Access Management Proficiency
• Process improver, game changer, proactive demonstrated through stretch projects based on ITIL, A+, and other methodologies
• Networking, basic connection, wifi, vpn, lan, hotspot troubleshooting
• Telecom VOIP basic understanding
• Basic knowledge of Access Management: active directory, power shell, jump server
• Basic PC hardware knowledge
• Ability to type while in involved in a conversation, at least 30 WPM

Pay rate is $18.00HR based on experience and interview.

Equal Employment Opportunity: CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.