Desktop Support Technician

About the role

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 Support Technician to join their team onsite in Houston, TX and provide end-user support.

Responsibilities

• Provide onsite support to internal/external customers resolving complex or escalated technology issues
• Ensure proper day-to-day operation of applications and equipment
• Troubleshoot on-site software and hardware issues on laptops, desktops, tablets, smartphones, and printers
• Resolve higher-level support for servers and/or network equipment
• Perform updates, repairs, upgrades, backups, and other maintenance tasks
• Serve as a liaison between customers, departments, and within the organization to lead problem resolution and change management processes
• Perform more technical tasks such as data transfers or building images
• 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, PCs, laptops, 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, performs password resets)
• Consistently provide and update 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 per service level guidelines (SLA's)
• Act as the first escalation point for complex and/or high‑priority problems, forwarding unresolved issues to the appropriate support groups (L3 Tech, Manager, etc.)
• Follow all standard operating procedures (SOP) through effective use of knowledge management
• Work collaboratively with people across the organization

Skills and Qualifications

• Associate’s degree preferred or equivalent experience in Computer Science or Information Technology from an accredited school
• Minimum 3+ years of experience in a related field
• Desktop and/or Infrastructure support experience
• VIP/White‑glove 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