IT Service Desk Technician- Must have Citrix & Mobile Device

IT SERVICE DESK TECHNICIAN PORTLAND, OR 8 MONTH CONTRACT

Did you know that Gartner has positioned COMPUCOM as #1 in its Magic Quadrant for End-User Outsourcing? Come work for the leader today!

The IT Technician will provide support for end point devices, central IT components, Back Office and enterprise applications for end users of all business units (Sales Support, Marketing, Finance, Manufacturing, R&D and others). Candidate will work within multi-channel, multi-tiered service desk and provide Tier 1 (Applications) and Tier 1 and 2 (Endpoint Device) support for incoming inquiries and tickets. Candidate will be responsible to triage incoming requests, provide competent and customer-oriented resolutions or escalates to higher tiers as needed. Candidate may also be asked to participate in other IT related activities such as deployment, software installation, desk side support and other common service desk activities, including project-oriented work.

RESPONSIBILITIES:

- Provide desktop support for windows-based, highly virtualized endpoint device environment (desktops, laptops, tablets, smart phones) in use by company employees
- Perform routine maintenance and troubleshooting to insure continuous operation of the companies business, focusing on information technology resources such as printers, print Servers and Back Office applications
- Manage work load in IT help request queue and adhere to service levels
- Provide IT-internal and end-user documentation and training (knowledge management)
- Assist in production operations tasks as needed

REQUIREMENTS:

- Experience supporting end users, endpoint devices (including desktops, laptops, tablets and smart phones), and Back Office applications in a multi-site enterprise environment (>2000 Devices)
- Experience using remote control software to diagnose user and computer issues
- Experience with printer hardware, print Servers and queue management
- Experience working in a multi-tiered IT support environment using service desk tools
- Excellent oral & written communication and interpersonal skills & customer orientation
- Advanced analytical and problem solving skills
- Basic knowledge of networking and application concepts

DESIRED:

- Experience supporting Citrix environments, as well as VPN remote access capability
- Experience with Mobile Device Management (Blackberry, iOS and Android platforms)
- Experience supporting large enterprise applications (eg SAP. PeopleSoft, MES)
- Experience with Lotus Notes Email and other IBM Collaboration Suites
- Experience with Voice Over IP telephone systems (Alcatel preferred)
- Experience with Hardware deployment using SMS
- Experience with Endpoint Protection and Endpoint Encryption
- ITIL Certification and/or practical experience with ITIL-driven Service Management
- Industry experience working in regulated environments (eg FDA, HIPAA)

EDUCATION:

- Associates Degree experience in Computer Science, Engineering or Business Administration or relevant experience (5+ years)
- A+ Certification, CCNA, or similar certification preferred

*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.