Service Desk Tech II

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. 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 Tech II to join our team.

The Service Desk Tech II analyst serves as the escalation bridge between Tier 1 Service Desk and higher levels of support. They are responsible for diagnosing and resolving more complex technical issues that cannot be handled at Tier I, using remote troubleshooting tools and advanced technical knowledge.

This is a remote position

Responsibilities

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

Skills & 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 required
• Experience using ITSM Ticketing tools (e.g., Service Now, Remedy) to manage and track incidents preferred
• Active Directory and Exchange experience preferred

Wage Range

The hourly rate for this position is between $15.00 - $19.00 per hour, unless the local minimum wage is higher. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits

The Company offers the following benefits for this position, subject to applicable eligibility requirements: 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 10 days annually, which increases with seniority level), paid parental leave (minimum 10 days annually), 401(k), FSA/HSA pre-tax benefits. More detailed information can be found here.

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Expiration Date

This posting is anticipated to remain open until 12/20/2026.

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, age, disability, protected veteran status, or any other characteristic protected by law.

Work Authorization

Candidates must be authorized to work in the United States without the need for current or future employer sponsorship.

We will consider for employment all qualified applicants, including those with criminal histories, arrest, and conviction records in a manner consistent with the requirements of applicable state and local laws. This includes the City of Los Angeles Fair Chance Initiative for Hiring Ordinance as well as the San Francisco Fair Chance Ordinance.

Arizona Applicants

TO THE EXTENT REQUIRED BY APPLICABLE LAW, THE COMPANY MAINTAINS A SMOKE-FREE WORKPLACE.

California Residents

PLEASE REVIEW THE CALIFORNIA CONSUMER PRIVACY ACT NOTICE.

Maryland Applicants

UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT AN INDIVIDUAL SUBMIT TO OR TAKE A LIE DETECTOR OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.

Massachusetts Applicants

IT IS UNLAWFUL IN MASSACHUSETTS TO REQUIRE OR ADMINISTER A LIE DETECTOR TEST AS A CONDITION OF EMPLOYMENT OR CONTINUED EMPLOYMENT. AN EMPLOYER WHO VIOLATES THIS LAW SHALL BE SUBJECT TO CRIMINAL PENALTIES AND CIVIL LIABILITY.

Rhode Island Applicants

THE COMPANY IS SUBJECT TO CHAPTERS 29-38 OF TITLE 28 OF THE GENERAL LAWS OF RHODE ISLAND AND IS THEREFORE COVERED BY THE STATE’S WORKERS’ COMPENSATION LAW.

On-Camera Video Interview Notice

Candidates selected to interview must participate in live, on-camera video interviews for identity verification and assessment purposes. Interviews will be recorded where permitted by law. Participation and consent to applicable recording requirements are required to continue in the hiring process. Failure to participate in required on-camera interviews may result in removal from further consideration for employment.