Help Desk Technician

This Tech will provide end user computer technical support to Smaller Corporate sites, Field Service Engineers, Field Sales Professionals or Tele-Commuters

Support includes the hardware devices, operating system, applications and connectivity

Support may be provided remotely via Telephone, Industry Standard Remote Control or Diagnostic Utilities. It also may be performed locally on systems which are shipped into the Field Support Depot

PRINCIPAL DUTIES AND RESPONSIBILITIES

- Performs computer imaging, software installations, configuration, both local and remote, per established processes
- Performs general and high-level support tasks, troubleshoots, and repairs computer systems and peripheral equipment via phone and remote control mechanisms whenever possible
- Validates functionality of update mechanisms for system, software and virus protection
- Escalates problems and issues to a higher level of support as needed. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction
- Investigates system problems and provides solutions using specific product knowledge, system utilities, and operating environment
- Records support and customer contact activities in ticket tracking system in a timely and accurate manner; processes warranty issues promptly to ensure compliance with vendors requirements
- Maintains the highest level of customer satisfaction by resolving and recording all tangible problems and concerns
- Abides by software license processes to ensure compliance with vendor agreements, copyright laws and other regulations
- Represents CompuCom in a professional and businesslike manner and communicates effectively with customers and associates

KNOWLEDGE, SKILLS AND ABILITIES

- Ability to provide solutions to complex problems, utilizing all tools, methodologies and refined troubleshooting logic
- Excellent command of Windows Operating Systems (XP/Vista/Windows 7) usage and restoration processes
- Working knowledge of end user computers existing within corporate networks, private networks, VPN and RAS connectivity
- Working knowledge of end user computer security protocols, encryption, antivirus
- Professional customer phone interaction skills and etiquette
- Ability to clearly communicate technical concepts and actions to non-technical users
- Strong remote troubleshooting skills

EDUCATION AND EXPERIENCE

- A+ Certificate
- Previous experience in end user computer support in a complex corporate environment of over 500 users which include TCP/IP, DNS, Firewall, Internet Proxy, VPN and Dial-up RAS connectivity
- 1 or more years of experience with replacement of defective laptop hardware components