Service Desk Tech III

Service Desk Tech III

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. 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 III to join our team. Our Service Desk Support Agents coordinate, diagnose, and troubleshoot incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all service requests needing support for technical/IT issues involving desktop, laptop or network services from local personnel or from employees using remote network access.

Responsibilities:

• Follow all standard operating procedures (SOP) through the effective use of Knowledge management
• Provides real-time assistance for Level I and Level I.5 agents
• Review and approve incident escalations and assignments outside of Service Desk. Ensure appropriate documentation and assignment group.
• Monitor call lengths to identify those that have exceeded the L1 process time threshold and offer real-time assistance
• Case accuracy - check real-time prior to escalating, team lead has responsibility for performing some spot-level ticket quality assessments
• Review and expedite resolution for aging tickets ensuring SLA adherence
• Champion for all Knowledge Mgmt. and SOPs (oversee KB usage, ensure support members link knowledge to tickets, flag articles for updates, request new knowledge on-demand)
• KnowIT contributor role (update/ create knowledge, oversee report metrics to manage knowledge). Identify and update knowledge management articles as appropriate
• Identify areas for process improvements

Skills & Qualifications:

• Sound understanding of customer support, operations, and processes
• Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and 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
• Experience with multi-platform Windows O/S required
• Active Directory and Exchange preferred
• Solid analytical/cognitive skills to troubleshoot complex and technical problems
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
• Demonstrated capability to achieve results under pressure in a fast-paced client-driven environment
• Strong desire and enthusiasm to serve customers
• Basic knowledge of ITIL
• Basic understanding of Service Desk metrics/SLA's
• Basic knowledge of Mobile device support
• Minimum of 24 months+ experience working in an IT Service Desk/Inbound Call Center environment
• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents required
• Associate's (or equivalent) degree in Computer Science or Information Technology from a technical school preferred
• Certification in relevant IT products/technologies required (Examples, CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP))

Wage Range: The hourly rate for this position is between $16.50 - $24.20 per hour. 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 of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.

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.