Technical Support Tech
CompuCom - Louisville, KY

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Coordinates, diagnoses and troubleshoots incoming employee calls. Provides support services to employees and clients with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support. Responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology.


Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Activities include recognition, research, isolation, resolution, and follow-up. 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. May require an associate's degree in a related area and 2 - 4 years of experience in the field or in a related area. Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. May lead and direct the work of others. Typically reports to a supervisor or manager. A wide degree of creativity and latitude is expected.



The Technician Level works on assignments that are routine in nature where general to above average judgement is required. Under general supervision repairs, installs, and tests less complex computer system hardware or software. Requires a minimum of 2 years of related work experience, or AA degree, or technical training, or equivalent combination of education and experience. Employees working on client accounts must possess A+ certification.

About this company
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Compucom Systems, Inc., together with its subsidiaries, helps companies plan, implement and manage multi-vendor, industry-standard computing...