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3rd Shift IT Help Desk Support Agent at CompuCom

Posted in Information Technology 30+ days ago.

Location: Louisville, Kentucky

Job Description:

Overview
This is a third (3rd) shift positions that will work overnight Sunday-Tuesday nights each week (9pm to 9am) and then every other Saturday night (9pm to 9am). That means every other week you only work three days. Each shift you get three 15 minute breaks and two 30 minute lunches.

CompuCom is a growing global company that values your skills, focuses on growing your career, and promotes an awesome work-life balance. We would love to have you join our team in our Louisville office.

Our IT Service Desk Agents/Technicians, 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
  • Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
  • Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
  • Provides case status updates to management and end-users per service level guidelines
  • Support and maintain effective relationships with users
  • Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
  • Provide support for PCs, laptops, printers, cell phones, and tablets etc.
  • Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
  • Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
  • Communicates with customers at all levels of technical and non-technical skills sets
  • Follow all standard operating procedures (SOP) through the effective use of Knowledge management

Required Qualifications
  • Must be willing to work the shift described above
  • 1-2 years of related work experience preferably in an IT Service Desk/Call Center environment
  • AA degree or technical training preferred or equivalent combination of education and experience
  • Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
  • Certification in relevant IT products/technologies a plus
  • Focus on providing exceptional customer service
  • Able to communicate effectively in English both written and verbal with key stakeholders, leadership, partners, team members, other organizations, and customers
  • Ability to type while in involved in a conversation, at least 30 WPM
  • Sound understanding of customer support, operations, and processes with a 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
  • Active Directory, and Exchange experience 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


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