Field Service Analyst II

FIELD SERVICE ANALYST RICHMOND, VIRGINIA CONTRACT TO HIRE

At COMPUCOM, we set you up for job success right from the start. Our precision recruiting process aligns the right fit for the right people.

We are looking for an experienced Field Service Analyst who will Provides day-to-day technical support desktop and laptop systems software and hardware. Performs general maintenance tasks and resolves complex problems as quickly as possible, while more complex issues are identified and escalated as needed. Installs, configures and troubleshoots desktop systems, Laptops, monitors and other related peripherals. Communicates highly technical information to both technical and nontechnical personnel. May involve use of problem management databases and help desk system.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

- Assure continuity of the computer system for all system users.
- Research software products and applicability to organizational environment.
- Install selected software and hardware products.
- Repair hardware as necessary and work closely with service vendors and OEMs to ensure continuity of service.
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Be well organized and pay close attention to detail.
- Stay abreast of the latest developments in the IT industry
- Be "on-call" for all periods as assigned by manager.
- Meets physical demands of the position including the ability to lift and handle up to 45 pounds of materials, bend, stoop and stretch as required for placement and retrieval of materials or equipment on shelving.
- Meet expectations for attendance and punctuality.
- Willing to work overtime if required.
- Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns
- Has a great sense of urgency, and embraces teamwork.
- Ability to provide Smart Hands support for networking equipment (Switches, Routers, etc.)
- Adherence to Service Level Agreements (SLAs)

ADDITIONAL RESPONSIBILITIES:

- Provide On-Site support in a call center environment (Break/Fix and IMAC Support)
- Provide technical assistance and advice to users as needed.
- Assist in implementing practices that will more effectively streamline support capabilities
- Performs other duties as may be assigned.

KNOWLEDGE, TECHNICAL SKILLS, AND ABILITIES:

- Strong interpersonal skills.
- Ability to work in a high paced environment.
- Ability to work without supervision.
- Flexible, and adaptable to an ever changing environment
- Excellent written and verbal communications skills
- Creative thinker.
- Great time management skills.
- Has a heightened sense of urgency to resolve customer issues
- Uses best judgment, and has quick decision making skills
- A+ Hardware Certification
- Other Industry recognized certifications (Net+, ITILv3, MCP, etc.) a plus
- Requires 2-5 years of related work experience, technical training or equivalent combination of education and experience.
- Must possess A+ certification.

*CompuCom supports Employment Equity and Diversity*Dallas-based CompuCom Systems, Inc. is a leading provider of end-user enablement, service experience management, and cloud technology services to Fortune 1000 companies. CompuCom partners with enterprises to develop smarter ways they can work, grow and produce value for their business. Founded in 1987, privately held CompuCom has approximately 11,500 associates and supports more than 4 million end users in North America. For more information, visit the website.