Service Desk Tech I

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We’re looking for a Bilingual Service Desk Tech to join our team.

Our Bilingual IT Service Desk/Help Desk Call Center Support Agents spend their day on the phone coordinating, diagnosing, and troubleshooting incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all technical support service requests. These are requests for support for technical/IT issues involving desktop and laptop application software or network services from local personnel or from employees using remote network access.

• IT Service Desk – provides first level technical support through phone, email and chat support (if applicable)
• Diagnoses and troubleshoots end-user desktop application issues and provides an appropriate solution
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets). And Active Directory and Exchange preferred
• Communicates with customers at all levels of technical and non-technical skills sets
• Support for PCs, laptops, printers, cell phones, and tablets etc.
• Support end users in their use of applications such as Microsoft Office, VPN, Citrix…etc.
• 1-2 years of related work experience preferably in an IT Service Desk/Call Center environment
• Active Directory, and Exchange experience required
• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
• Certification in relevant IT products/technologies a plus
• Focus on providing exceptional customer service
• Able to communicate effectively in English and French both written and verbal with key stakeholders, leadership, partners, team members, other organizations, and customers
• Sound understanding of customer support, operations, and processes with a 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
• Solid analytical/cognitive skills to troubleshoot complex and technical problems
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
• Demonstrated capability to achieve results under pressure in a fast paced client driven environment.

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