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 Desktop Team Lead to join our team.Provides day-to-day technical support to employees for internal desktop systems software and hardware. Performs general maintenance tasks and resolves less complex problems immediately, while more complex issues are identified to a higher level of support. Installs, configures, and troubleshoots desktop systems, workstations, servers and network. The Team Lead Level applies job skills and company policies and procedures to complete a variety of tasks. Leads others and works on assignments that are semi-routine in nature where ability to recognize deviation from accepted practice is required. Normally receives and communicates to team instructions on routine work, and detailed instructions on new assignments. Administrative management duties of personnel may include time and record keeping, compliance review, overseeing work assignments, scheduling of team.
Leading the team as they interact with customers through phone calls, live chat, and email, using ticketing software
Providing and receiving ongoing feedback, implementing resolutive actions
Foster career development by delivering actionable feedback on individual performance in 1:1 meetings, assigning achievable goals and projects, and coaching accordingly
Create and share Operational goals, performance standards, and KPI’s with the teams to properly align to the Mission, Vision, and Values
Identifying trends and opportunities for improvement within the company
Bachelors degree preferred or equivalent experience in Computer Science or Information Technology from a technical school
Minimum 4 years experience in related field
Desktop and/or Infrastructure support experience
Experience analyzing, managing, expediting, and resolving issues with timely customer follow up
Account Specific Training or Certification preferred
Min 1 OEM Per Environment preferred
Basic non-warranty repair skills training as assigned (Cabling, Printers, Network, Servers) preferred
HP Printer Basics + Printers as assigned preferred
Lexmark Printer Basics + Printers as assigned preferred
Apple MAC Certifications as assigned preferred
Microsoft Certification Program Cert (Ex. MTA) preferred
CompTIA Server+ preferred
1 or more OEM Server (as assigned) preferred
CompTIA Network+ preferred
Cisco CCT Router & Switching preferred
1 Advanced CompTIA Cert (Sec+, CySA+, Cloud+) preferred
Cisco CCNA preferred
Ability to install and configure complex software applications and to provide support for upgrades and enhancements
Technical writing
Coding/programming
Cloud & SaaS services
Analytical, interpersonal, communication, organizational, numerical, and time management skills to meet position objectives
Proven ability to multitask effectively while maintaining high quality
Ability to work independently and as part of a team in a dynamic environment
Ability to effectively direct the work of others
Must display patience and understanding when dealing with difficult customers (both internal and external) and must be able to resolve difficult interactions effectively
Must possess a commitment to providing exceptional customer service
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
Our benefits include:Health Insurance (Medical, Dental, Vision)Basic Life/AD&DEmployee Assistance ProgramPaid HolidaysPaid Time Off401(k)FSA/HSA Pre-Tax BenefitsDiscountsLife/Disability PlansCompuCom 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.
