Desktop / VIP Support Technician

Desktop / VIP Support Technician

At CompucomStaffing, you're more than just a number. Our employee relationship managers support you throughout your engagement, providing career guidance and reemployment assistance. Our client is currently seeking a qualified Desktop / VIP Support Technician to join their team onsite in Niskayuna, NY and provide end-user support. This role will interface with customers and provide each user with white glove service for all IT related questions in the area of application support, technology questions, hardware and services. The tech must be highly skilled at detection of users' needs, troubleshooting their issue and resolving it or ensuring that the correct process is followed for resolution. They will educate users on technology features, assisting with hardware selection process, demos and training along with provide software and personal training sessions for users on standard tool sets. They will serve as the customer advocate and coordination point for all customer issues and requests, even if these are beyond the scope to solve and take ownership of their issue.

Duties and Responsibilities:

• Diagnose mechanical, hardware, software and systems failures, using established procedures
• Perform service, repair and/or installation of computer products including system hardware and software, MFD printers, PC's, laptops, printers, cell phones, tablets, single and multi-processor servers, and wired/wireless networking
• Perform account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)
• Consistently provides and updates notes, feedback, or documentation via the appropriate ticketing systems to track and monitor issues
• Communicate with customers at all levels of technical and non-technical skill sets
• Follow-up with end users to provide status updates as per service level guidelines (SLA's)
• Act as the first escalation point for complex and/or high priority problems, forwarding problems they cannot solve to the appropriate support groups for resolution (L3 Tech, Manager, etc.)
• Follow all standard operating procedures (SOP) through the effective use of knowledge management
• Work collaboratively with people across the organization

Skills and Qualifications:

• Associates degree preferred or equivalent experience in Computer Science or Information Technology from an accredited school
• Minimum 3+ years of experience in related field
• A+ certification & Microsoft MCP Certified a plus
• Desktop and/or Infrastructure support experience
• Basic non-warranty repair skills training as assigned (Cabling, Printers, Network, Servers) preferred
• Technical writing competency
• Sound understanding of customer support, operations, and processes
• Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
• Demonstrated capability to achieve results in a fast-paced, client driven environment
• Strong desire and enthusiasm to serve customers
• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
• Working knowledge of the Microsoft Office application suite including MS Outlook

Wage Range: The rate for this position is between $21.00 - $28.00 per hour, unless local minimum wage is higher. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. Benefits: The Company offers a comprehensive benefit package that you can elect into including but not limited to the following benefits, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 6 days annually), paid time off (minimum of 10 days annually), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits. The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. W2 only, no Corp to Corp. Equal Employment Opportunity: CompucomStaffing ™, a division of CompuCom® Systems, Inc., is an Equal Opportunity Employer. We provide IT staffing services and solutions to Fortune 1000 companies as well as small and medium business.