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Service Support Technician Level II - Configuration Centerat CDW Careers

Job ID: 
Focus Area: 
Post Date: 
Aug 06, 2021
North Las Vegas, Nevada
Employment Type: 

This job posting is no longer active

The Service Support Technician Level 2 is responsible for assisting coworkers in troubleshooting and configuring complex installations. Additionally, this role collaborates with vendors to resolve persistent configuration issues.


Key Areas of Responsibility

  • Manage a support request queue. Coverage areas include (but are not limited to): technical troubleshooting, network access control, & custom label printing
  • General troubleshooting
  • Assist with complex configurations
  • Work with vendors to resolve compatibility issues on customer orders and installations.
  • Work with outside technical staff and customers to resolve customized configuration issues and complete customer requests.
  • Research new technology and share important information that may impact customer orders
  • Assist with building computer systems when needed.
  • Assist with custom label printing as needed
  • Assist with defining build processes
  • Create documentation defining the processes for complex installations
  • Proactively share best practices
  • Assist management and internal customers with researching new service opportunities

Additional Responsibilities

  • Complete projects or tasks assigned by management to include acting as team leader.
  • It may be necessary on occasion for this individual to work beyond their regularly scheduled shift
  • Overtime is to be expected and in some cases, may be required.
  • Sit and stand in configuration center and walk around to resolve / investigate issues.

Minimum Qualifications

  • High School diploma or GED
  • A+ certification or an equivalent combination of education and experience with the ability to demonstrate knowledge.
  • Network+ certification or equivalent

Other Required Qualifications

  • Ability to troubleshoot computer systems and peripherals, as well as identify hardware incompatibilities on multiple platforms
  • Strong written and verbal communication skills
  • Knowledge of networking hardware, software, and imaging processes demonstrated by the ability to troubleshoot issues in a LAN environment and customize advanced settings inside a Windows operating system.
  • Strong analytical skills and problem solving skills
  • Ability to communicate at all levels of the organization and external parties
  • Strong customer service orientation
  • Strong foundation in client computing
  • Ability to multitask effectively
  • Ability to interact effectively with a diverse group of coworkers
  • Intermediate knowledge of Microsoft Office Suite
  • Ability to continually learn new technology and to keep pace with an ever-changing industry
  • Demonstrate ability to lift and carry up to 25 pounds of force rarely (0-12%% of the workday). The personal lifting requirement is allowed only up to 50lbs. The team lift system must be utilized for loads weighing more than 50 pounds.
  • Demonstrate ability to push and pull up to 25 pounds of force rarely (0-12% of the workday).
  • Demonstrate ability to perform eight or more hours of standing, walking, bending, lifting, stooping and carrying products in combination at any given time.
  • Ability to work in a warehouse environment which includes changes in temperature as weather fluctuates, noise from conveyors and forklifts.

Preferred Qualifications

  • 3rd certification (Security +, Server +, ACSP, or comparable certification)
  • In-depth knowledge of Microsoft Office (i.e., Access, Visio, Excel, Word, and Outlook)
  • Previous experience in computer configuration and repair center environment
  • Preferred Qualifications for Internal Applicants only:
    • Worked in Configurations Services for a minimum of 12 months or equivalent experience
    • Basic knowledge of CDW’s internal systems including order status inquires and updating order comments
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