Tech Support Analyst

TECH SUPPORT ANALYST MANCHESTER, NH CONTRACT TO HIRE

At COMPUCOM, you re more than just a number. Our employee relationship managers support you throughout your engagement, provide career guidance and reemployment assistance. Join CompuCom!

We re looking for a strong Tech with at least 3 years experience working in an IT customer service environment providing a proficient standard of support in the following type of environment:

- Windows 7 Enterprise OS (64-bit)
- Lenovo desktops/ThinkPads/Monitors
- HP Printer and multifunctional devices
- Peripherals: keyboards, mice telephone headsets, notebook docking stations and power supplies

Standard Application Support:

- MS Office
- Lotus Notes email
- IE (including Java Support)
- iPass/Open Mobile VPN (an advantage)

Mobile Device Support:

- Standard mobile handsets (non-smart phones)
- Blackberry handsets
- iPhone/iPad (iOS) handsets
- 3G cards/mobile WiFi units (MiFi)

CORE COMPETENCIES:

- Must be strongly focused, and team oriented for the delivery of exceptional service and superior value
- Previous working experience using best practice IT Service Management tool sets in relation to effectively handling tickets (ServiceNow)
- Good command of English language
- Experience in cross-functional working and cultural sensitivity
- Creates value by enabling internal customers in their daily work, owning incidents and IT requests, resolving and communicating on a timely basis
- Acts as an ambassador for IT by achieving the right balance between customer satisfaction and efficiency
- Ability overcome obstacles in order to achieve goals and objectives working; efficiently, independently and as part of a team.

RESPONSIBILITIES INCLUDE:

- Staging: preparing new and existing workplace hardware with the latest Win 7 deployment build
- Handling of incidents and requests in accordance to process guidelines within Service Management tool (ServiceNow)
- Handling standard request fulfillment tasks, including but not limited to: workplace hardware installations, software deployments, delivery of mobile devices and workplace peripheral items (eg monitors, telephone headsets, USB sticks, CDROM drives, etc.)
- Arranging the repair of any broken hardware within the manufacturer's warranty and with preparing retired equipment for asset disposal
- Occasional involvement in other types of IMAC/request fulfillment tasks, including but not limited to: desk moves, print device relocations and local event setup/support
- Assisting with customer friendly, clear communications and timely feedback to the originator of outstanding incidents and requests
- Management of escalations of issues, working closely with client senior team members and other services teams as required
- Demonstrating the ability to monitor and prioritize workloads

CompuCom, the leading IT outsourcing specialist, delivers IT your way. Our clients like working with us because they know that, with CompuCom, it's all about you. Our unique ITSM strategy blends your data center, network, voice, and end user computing environments in an innovative fashion. This radically simplifies your IT, allowing you to focus on growing your business and serving your customers. We are highly regarded by worldwide and regional organizations alike for our pragmatic approach, best practices, and highly skilled workforce. This balance provides the perfect alternative to address the evolving challenges facing you, today and in the future. More than a trusted advisor, CompuCom is your trusted doer.