Level 2 Desktop Technician

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 Level 2 Desktop Technician to join our team. Our Techs are responsible for providing onsite support to internal or external customers in resolving complex or escalated technology issues. They ensure the proper day-to-day operation of applications and equipment and troubleshoot on-site software and hardware issues on laptops, desktops, tablets, smartphones and/or printers. They also may resolve higher level support to servers, and/or network equipment or perform updates, repairs, upgrades, backups, and other maintenance tasks. As a Level 2 Technician, they may serve as a liaison between customers, departments, and within the organization to lead problem resolution and change management processes. Their work may be more technical in nature and could include more complex tasks, such as performing data transfers or building images. ? Diagnoses mechanical, hardware, software and systems failures, using established procedures ? Performs service, repair and/or installation of computer products including system hardware and software, MFD printers, PC's, laptops, printers, cell phones, tablets, single and multi-processor servers, and wired/wireless networking ? Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets) ? Consistently provides and updates notes, feedback, or documentation via the appropriate ticketing systems to track and monitor issues ? Communicates with customers at all levels of technical and non-technical skill sets ? Follow-up with end users to provide status updates as per service level guidelines (SLA's) ? Acts as the first escalation point for complex and/or high priority problems, forwarding problems they cannot solve to the appropriate support groups for resolution (L3 Tech, Manager, etc.) ? Follow all standard operating procedures (SOP) through the effective use of knowledge management ? Works collaboratively with people across the organization ? Associates degree preferred or equivalent experience in Computer Science or Information Technology from an accredited school ? Minimum 1+ year of experience in related field ? Desktop and/or Infrastructure support Experience ? Account Specific Training or Certification ? Min 1 OEM Per Environment preferred ? Basic non-warranty repair skills training as assigned (Cabling, Printers, Network, Servers) preferred ? HP Printer Basics + Printers as assigned preferred ? Lexmark Printer Basics + Printers as assigned preferred ? Apple MAC Certifications as assigned preferred ? Technical writing competency ? Coding/programming competency ? Cloud & SaaS services competency ? Sound understanding of customer support, operations, and processes ? Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers ? Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality ? Demonstrated capability to achieve results in a fast-paced, client driven environment ? Strong desire and enthusiasm to serve customers ? Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required ? Working knowledge of the Microsoft Office application suite including MS Outlook Our benefits include: Health Insurance (Medical, Dental, Vision) Basic Life/AD&D Employee Assistance Program Paid Holidays Paid Time Off 401(k) FSA/HSA Pre-Tax Benefits Discounts Life/Disability Plans Apply Job!