What are the responsibilities and job description for the Desktop Tech II position at Compucom?
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 Desktop Tech II to join our team.
The Tier 2 Support Technician is responsible for providing on-site technical support to internal and external customers by resolving complex or escalated technology issues. This role serves as a liaison between customers, departments, and internal teams, helping to lead problem resolution and change management processes,ensuring the daily operation and reliability of applications and hardware, including laptops, desktops, tablets, smartphones, and printers. The work is more technical in nature and may include log analysis, data recovery, and other advanced troubleshooting tasks.
This role is hybrid, with regular onsite work required in Jacksonville, FL
Work hours are 8-5 hours Monday- Friday
Responsibilities
Experience & Certifications
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.
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.
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.
The Tier 2 Support Technician is responsible for providing on-site technical support to internal and external customers by resolving complex or escalated technology issues. This role serves as a liaison between customers, departments, and internal teams, helping to lead problem resolution and change management processes,ensuring the daily operation and reliability of applications and hardware, including laptops, desktops, tablets, smartphones, and printers. The work is more technical in nature and may include log analysis, data recovery, and other advanced troubleshooting tasks.
This role is hybrid, with regular onsite work required in Jacksonville, FL
Work hours are 8-5 hours Monday- Friday
Responsibilities
- Ability to multitask and stay calm under pressure, dealing with ongoing problems
- and deadlines.
- Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals.
- Ability to troubleshoot system crashes
- Documents, maintains, upgrades, or replaces hardware and software systems.
Experience & Certifications
- Requires at least 2 years of experience in the field or in a related area
- Expert with a variety of the field's concepts, practices, and procedures
- Prior experience in a similar role with In depth knowledge of troubleshooting complex MS Office 365 issues, and experience with working in a cloud-based environment.
- Experience supporting devices using Microsoft Intune and Windows Autopilot
- A Certification preferred
- Windows OS knowledge (Windows 10 and Windows 11)
- Microsoft Office 365
- Familiar with Apple MAC OS
- Software performance troubleshooting.
- Understanding of the Windows 10/11 Boot process
- Able to troubleshoot VPNs
- Support mobile users for network access, email support, and troubleshooting
- Command Line Tools for diagnosing connectivity issues
- Active Directory knowledge
- Desktop and Laptop hardware knowledge
- Driver Updates/driver issue diagnosis
- Printer hardware knowledge
- Able to use image processes to configure clients' desktops and laptops
- Able to support Outlook client – send/receive email issues
- Able to use remote tools such as RDP, Team Viewer, Windows Assist, LogMeIn
- Mobile Device Management
- Able to use ServiceNow or similar ticketing system
- Event Log diagnosis
- Performs a variety of complicated tasks
- Excellent customer service skills
- A wide degree of creativity and latitude is expected
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.
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.
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.
Salary : $17 - $24