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For your reference, we have included the original job posting below.
Technical Support Analyst
Job Number:
25871844
Company Name:
CompuCom
Job Location:
Charlotte, NC US
Job Category:
Information Technology
Technical Support Analyst
Technical Support Analyst Job ID: 20100715-SHOFMANN-11172
Location: Charlotte, NC US Travel Involved: Not Specified Job Type: Full Time Job Level: Education: Category: Legal Compensation: Not Specified
Position Summary
POSITION SUMMARY: Responsible for performing on-site or in-house servicing, repair, and installations. Provides technical support in activities associated with the identification, prioritization and resolution of reported problems. Activities include recognition, research, isolation, resolution, and follow-up. Performs general maintenance, troubleshoots, and repairs computer systems. Prepares progress reports for work performed. May involve use of problem management databases and help desk system.
LEVEL OVERVIEW The Technical Support Analyst works on assignments of a moderate scope where ability to recognize deviation from accepted practice is required. Normally receives general instructions on routine work, detailed instructions on new assignments. Troubleshoots for systems with limited supervision. Acts as liaison between customers and departments.
PRINCIPAL DUTIES AND RESPONSIBILITIES
· Performs general maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.
· Must be able to provide basic service to printers, identify the defective parts, replace them as needed and perform preventative maintenance
· Troubleshoots general problems under direction of a higher level of support.
· 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.
· Investigates system problems and provides solutions using specific product knowledge, system utilities, and operating environment.
· Processes timely and accurate information to ensure compliance with warranty requirements of vendors.
· Follows established process and procedures to plan, install, test, and implement computer system hardware or software technologies.
· Represents CompuCom in a professional and businesslike manner and communicates effectively with customers and associates.
· May install, test, and repair computer systems on customer site.
· May interact with customer responding to technical questions or request for information.
· Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns
Requirements
REQUIREMENTS · Must have 3-4 years of local and network printer experience: specifically Lexmark, HP and Cannon printers
· A+ Certification
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.
