Desktop Tech Ii

5 months ago

Vancouver, Canada CompuCom Systems, Inc. Full time

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 Desktop Tech II to join our team.

The Desktop Technician is responsible for providing end user support relative to software, hardware, and network assistance.

What We Need & What You'll Do (Responsibilities):

- Establish tier I and II as the single point of contact for all user requests and incidents
- Lead initiatives as assigned by management
- Ability to troubleshoot and resolve incidents at a Tier ll and Tier lll level
- Accountable for continuous improvement
- Maintain full ownership of ticket through its lifecycle
- Provide first call resolution or triage for all calls
- Ensure that for every call and/or reported event a ticket was created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests. In the cases where a single incident has affected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage
- Verify user contact and asset information, categorize ticket accurately, and populate ticket with full description of event
- Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve end-users technical problems and provide information and status as requested
- Enter all troubleshooting performed and, if applicable, the resolution
- Escalate tickets to the appropriate support group if required by warm transfer
- If support requests cannot be resolved expeditiously, or if the team lacks the permissions or access to correctly resolve the incident/service request, then the issue is escalated to the appropriate support
- Determine if there is a commonality amongst tickets being generated.

Who You Are (Qualifications):

- 5yrs experience (combination of hands on and phone support)
- Strong technical knowledge of PC and Desktop hardware
- Hands-on hardware troubleshooting experience
- Working technical knowledge of current operating systems, and standards
- Ability to launch and operate desktop diagnostic tools to perform remote diagnostics
- Analytical and problem-solving abilities, with keen attention to detail
- Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
- Experience working in a team-oriented, collaborative environment
- Strong customer-service orientation
- Excellent written and verbal communication skills
- Willing to support weekend rotation
- Experienced in SLA/KPI environment
- Computer Field Service repair experience
- CompTIA A+.

Bonus Certifications/ Experience
- CTP+, CDIA+, Network+, etc.,
- OEM HW Certifications HP, LENOVO, Dell etc.,
- Desktop, Laptop, Printer and Server
- Service Management tools ( ex: Service Now)

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