Service Desk Tech I in Mississauga, Ontario

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 Service Desk Technician to join our team.

Our Service Desk Support Agents coordinate, diagnose, and troubleshoot incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all service requests needing support for technical/IT issues involving desktop, laptop or network services from local personnel or from employees using remote network access.

• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution

• Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction

• Provides case status updates to management and end-users per service level guidelines

• Support and maintain effective relationships with users

• Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support

• Provide support for PCs, laptops, printers, cell phones, and tablets etc.

• Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)

• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).

• Communicates with customers at all levels of technical and non-technical skills sets

• Associates degree preferred, or technical training

• 1-2 years related experience

• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required

• Experience with multi-platform Windows O/S required

• Experience using ITSM Ticketing tools (e.g., Service Now, Remedy) to manage and track incidents preferred

• Active Directory and Exchange experience preferred

CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.