**Why Compucom?** 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! **POSITION SUMMARY:** As a Service Desk Tech III, you embody technical excellence and leadership in resolving intricate IT issues. Your role extends beyond direct problem-solving, encompassing mentoring Tech I and II agents, driving process improvements, and collaborating with diverse IT teams. Your contributions play a pivotal role in maintaining seamless operations and elevating user experiences. **RESPONSABILITIES:** + Provide expert-level technical support through various communication channels, ensuring timely and effective issue resolution. + Lead in-depth troubleshooting and analysis of complex hardware, software, and network problems. + Mentor Tech I and II agents, providing guidance on complex technical issues and fostering skill development. + Collaborate with cross-functional IT teams to resolve escalated technical challenges. + Champion process enhancements to optimize service delivery and user satisfaction. + Document solutions and contribute to the organization's knowledge management. + Participate in training and continuous learning to stay at the forefront of technological advancements. + Ensure adherence to service level agreements and established protocols. + Foster a collaborative and inclusive work environment, driving positive team dynamics. + Stay informed about emerging technologies and industry trends relevant to the role. Key Activities: + Serve as an expert resource for complex technical issues and escalations. + Lead the troubleshooting of critical incidents, identifying root causes and solutions. + Collaborate with other teams to diagnose and resolve cross-functional issues. + Develop and deliver technical training sessions for Service Desk Tech I and II agents. + Assist in the creation and maintenance of advanced technical documentation. + Analyze incident data to identify patterns and proactively address recurring problems. + Provide feedback to management on team performance and process improvements. + Participate in on-call rotations for after-hours support when necessary. + Act as a liaison between the Service Desk team and other IT departments. + Contribute to the development and execution of IT service improvement initiatives. **WE NEED FROM YOU:** Type of Experience:​​​​​​​ + Bachelor's degree in a relevant field or equivalent work experience; industry certifications preferred. + Exceptional technical aptitude and analytical skills for complex problem-solving. + Outstanding communication abilities, including effective communication of technical concepts. + Strong leadership and mentoring skills, guiding junior team members. + Customer-centric approach, demonstrating empathy and dedication to user satisfaction. + Ability to thrive in a fast-paced, ever-evolving environment. + Proficiency in various operating systems, applications, and network configurations. + Experience with advanced remote troubleshooting tools and techniques. + A history of successful escalation management and collaboration with diverse IT teams. + Adaptable mindset to embrace emerging technologies and industry practices. + Previous experience in Tech II role or equivalent is essential. + Willingness to work flexible shifts, including evenings and weekends if required. Language Skills: + Advanced English CompuCom 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.