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Desktop / VIP Support Technician

Compucom Staffing

Niskayuna, NY

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JOB DETAILS
SALARY
$21–$28 Per Hour
SKILLS
Accidental Death and Dismemberment (AD&D), Career Counseling, Cellular Telephone, Communication Skills, CompTIA A+, Computer Science, Computer Skills, Customer Relations, Customer Service Operations, Dental Insurance, Desktop PC, Detail Oriented, Disability Insurance, Establish Priorities, Fortune 1000 Customers, Geography, Health Insurance, Help Desk, Identify Issues, Information Technology & Information Systems, Information/Data Security (InfoSec), Knowledge Management, Laptop PC, Leadership, Legal, Life Insurance, MCP - Microsoft Certified Professional, Microsoft Certifications, Microsoft Office, Microsoft Outlook, Microsoft Windows Operating System, Multitasking, Network Security, Operations Processes, Organizational Skills, Printers, Problem Solving Skills, Procedure Development, Product Demonstration, Sales Management, Service Level Agreement (SLA), Small Business, Software Administration, Standard Operating Procedures (SOP), State Laws and Regulations, Systems Hardware, Technical Leadership, Technical Recruiting, Technical Support, Technical Writing, Vision Plan, Wireless Communications
LOCATION
Niskayuna, NY
POSTED
25 days ago
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. For more information, visit www.compucom.com. 

Work Authorization: Candidates must be authorized to work in the United States without the need for current or future employer sponsorship.

Arizona Applicants: TO THE EXTENT REQUIRED BY APPLICABLE LAW, THE COMPANY MAINTAINS A SMOKE-FREE WORKPLACE.

California Residents: PLEASE REVIEW THE CALIFORNIA CONSUMER PRIVACY ACT NOTICE.    

We will consider for employment all qualified applicants, including those with criminal histories, arrest, and conviction records in a manner consistent with the requirements of applicable state and local laws. This includes the City of Los Angeles Fair Chance Initiative for Hiring Ordinance as well as the San Francisco Fair Chance Ordinance. 

Maryland Applicants: UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT AN INDIVIDUAL SUBMIT TO OR TAKE A LIE DETECTOR OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100. 

Massachusetts Applicants: IT IS UNLAWFUL IN MASSACHUSETTS TO REQUIRE OR ADMINISTER A LIE DETECTOR TEST AS A CONDITION OF EMPLOYMENT OR CONTINUED EMPLOYMENT.  AN EMPLOYER WHO VIOLATES THIS LAW SHALL BE SUBJECT TO CRIMINAL PENALTIES AND CIVIL LIABILITY.   

Rhode Island Applicants: THE COMPANY IS SUBJECT TO CHAPTERS 29-38 OF TITLE 28 OF THE GENERAL LAWS OF RHODE ISLAND, AND IS THEREFORE COVERED BY THE STATE’S WORKERS’ COMPENSATION LAW.

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About the Company

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Compucom Staffing