Tech Support Analyst

TECH SUPPORT ANALYST CHICAGO, IL CONTRACT TO HIRE

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

POSITION SUMMARY:

The IT Support Analyst is responsible for second tier customer support and maintenance of the technology and information systems. This requires support of fixed and mobile technology assets, from introduction to retirement. The Support Analyst will also participate as a resource on projects related to technology when required. Additionally, the role is meant to focus on continuous improvement of IT operations. Interaction with senior level executives and admins is a critical component of the position as s/he leverages multiple resources to troubleshoot issues and improve processes.

This team supports operations in diverse locations from large corporate and regional offices to small plants and quarries, each possessing its distinctive challenges. An agile, process orientated, forward thinking and motivated person with an even temperament will be successful in this position garnering exposure to all aspects of the organization and operating environments.

KEY RESPONSIBILITIES

- Simplify management of the IT Asset Lifecycle of
- PCs, Laptops, Printers
- Smart Phone Support
- Productivity and distributed applications
- Oversee the day-to-day maintenance of operational systems and related components at plants and offices
- Perform remote support to various locations
- Actively participate on projects
- Create and maintain related help desk scripts and procedures to ensure satisfactory help desk experience
- Identify and implement automated solutions to reduce manual and/or repetitive tasks
- Contribute to monitoring and measurements tracking activities
- Provide ongoing knowledge and best practices sharing to employees
- Provide after-hours support as needed
- SLAs are met in regard to employee satisfaction with help desk, first call resolution and general IT experience
- Measurable stretch objectives are created with manager to foster continuous improvement
- Tasks are performed in a timely and professional manner
- Work in conjunction with all other IT groups
- Work in constant contact with tier 1 Support Desk

KNOWLEDGE AND SKILLS

- Demonstrable knowledge of a Microsoft based directory and PC environment
- VOIP phone support
- Demonstrable knowledge of Windows Registry, Active Directory and Windows Structure
- Strong knowledge of computer hardware platforms
- Experience in customer support
- Understanding of remote technical support principles
- Analytical and problem solving skills

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.