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eXcell

Desktop Support Technician

eXcell, Tuskegee Institute, AL, United States

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is the employer of choice for contractors! Join our team and enjoy our generous employee benefits!

We have a new opportunity for a Desktop Support Technician who will join our client's team onsite to support with customer service, problem solve computer issues, provide hardware and application support, install software upgrades, and create and maintain documentation. This role will be expected to work Monday through Friday, 8:00am to 5:00pm, onsite in the Tuskegee, AL area.

Duties and Responsibilities:
  • Provide personal support services
  • Build rapport and obtain problem details from help desk customers
  • Take incoming requests for help from end users through telephone calls, electronic requests, and work orders
  • Take initiative and ownership of reported end-user problems
  • Use diagnostic tools to identify root problems
  • Once the issue is identified, process these incidents through an incident management system
  • Support end users when they need technical support with desktops, laptops, tablets, workstation devices, mobile devices, printers, and software
  • Diagnose and solve unique one-time problems
  • Reimage systems and engage in computer networking
  • Work with purchasing staff to buy replacement hardware and software as needed
  • Complete hands-on fixes for desktops and laptops that include software installations and upgrades
  • Perform file backups and configure new systems and applications
  • After completing installations, test new computers according to established guidelines
  • Record, track, and write notes for the help desk problem-solving process, including decision outcomes, actions taken, and final resolutions
Skills and Qualifications:
  • Associate's degree preferred
  • Minimum 2+ years of desktop support experience preferred
  • Self-motivated individual with strong communication skills and a knack for problem-solving
  • CompTIA A+ certification is encouraged but not required
  • Experience being the primary contact on technical and service-related problems
  • Familiarity with computer networks
  • Experience with hardware repair
  • Able to fix hardware failures on desktops and laptops
  • Able to diagnose the root cause of mechanical failures using established procedures and deciding on effective resolutions is vital for deskside support
  • Strong interpersonal skills – communicating in a polite and effective manner with both internal and external clients is essential
  • Excellent time management – must be able to work independently and at a good pace in order to multitask and complete jobs successfully
  • Writing skills – need strong writing skills to clearly respond to help desk tickets and emails
  • Microsoft Office experience (Outlook, Excel, Word, and PowerPoint)
  • Help desk ticket management software experience
  • Windows 10 and MAC OS experience is required
Full COVID-19 vaccination may be required.

We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life / AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA / HSA Pre-Tax Benefits, Employee Discounts.

W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **

™ Supports Equal Employment Opportunity**

™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit 



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