• Job Status/Type:
  Full Time, Employee
• Job Category:
  IT/Software Development
• Occupations:
  Desktop Service and Support;General/Other: IT/Software Development
• Industry:
  Computer Hardware;Computer Software;Computer/IT Services
• Work Experience:
  2+ to 5 Years
• Career Level:
  Experienced (Non-Manager)
• Education Level:
  High School or equivalent
• Reference Code:
  9485

Technical Support Analyst

Technical Support Analyst (Desktop Support)

Description

Field service position responsible for performing service, repair and/or installations on-site at various customer locations throughout Washington D.C. and Southern Maryland. Performs general maintenance tasks and resolves less complex problems immediately, while more complex issues are identified to a higher level of support. May involve use of problem management databases and help desk system. Provides support in the installation, relocation, diagnosis and repair of Desktop and Laptop computers, HP Laser Jet printers, and/or associated peripheral equipment.  Focus of position is to minimize system/hardware downtime and to ensure customer satisfaction.  Provides customer familiarization, if necessary, and uses diagnostic procedures and test equipment for problem solving. 

·         Performs general maintenance tasks, troubleshoots, and repairs computer systems, Laser Jet printers, inkjet/desk jet printers, and peripheral equipment.

·         Performs basic computer hardware and software installations.

·         Ensures all systems work properly and equipment is packaged and transported correctly.

·         Escalates problems and issues to a higher level of support. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.

·         Performs work in compliance within specified warranty requirements.

·         Ensures all systems work properly and equipment is packaged and transported correctly.

·         Returns defective modules/parts to maintenance inventory, documents customer depot repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels.

·         Arranges for and/or prepares equipment for shipping/receiving, and handles customer pick-ups for equipment and supplies.

 

Job Requirements:

The ideal candidate must be able to perform the following:

 

• Perform remedial repair and preventive maintenance on PC's and laser jet printers.
• Install manufacturer's Engineering Change Orders and Field Change Orders.
• Perform hardware installation, de-installation, moves, adds and changes
• Provide user data and application recovery.
• Customize desktop hardware to meet user specifications and site standards.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• Use tools and methodologies to load, copy and customize operating system configurations.
• Familiarize end users on basic software, hardware and peripheral device operation.

 

The ideal candidate must have the ability to:

 

• Able to effectively communicate orally and in writing technical information to non-technical audiences.

• Strong interpersonal skills.
• Strong listening skills.
• Able to operate effectively in a team environment with both technical and non-technical team members.
• Able to anticipate, identify and resolve problems.
• Able to operate with minimal supervision.
• Able to manage time effectively, set priorities appropriately, schedule calls.
• Able to maintain professional demeanor under stress.
• Able to identify opportunities for other CompuCom services/products in customer environment.
• Able to operate within customer standard operating procedures.

 

 

Education/Certifications

 

·         Technical degree or equivalent experience

·         A+ Certification Required

·         OEM certification for at least one Desktop and/or Laptop model line

·         OEM certification for at least one HP Laser Jet model line

 

It is the policy of CompuCom Systems, Inc. to provide equal employment for all persons regardless of race, color, religion, national origin, gender, age, country of origin, marital status, veteran status, disability status or sexual orientation. All employment decisions including recruitment, placement, transfer, promotion, training, compensation and termination will be made without regard to these factors. We are committed to an Affirmative Action Program that supports the employment and promotion of qualified women, minorities, individuals with disabilities, disabled veterans and Vietnam Era veterans.

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