Technician, Help Desk II

The Help Desk Technician II will provide first level technical assistance with computer hardware and software, internet, mobile and telecommunications issues.

Evaluate and prioritize incoming incident and problem tickets from employees for technology assistance on hardware, software, Internet, mobile device, or telecommunication equipment
• Assess nature of technical issues to determine appropriate actions
• Disseminate information on any problems or potential delays
• Follow up with employees to evaluate the effectiveness of resolution
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance
• Accurately document instances of hardware failure, repair, installation, and removal
• Support development and implementation of new computer projects and new hardware installations
• Work with end users to identify and deliver required PC service levels
• Liaise with, and provide training and support to end users and staff on computer operation and other issues
• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products
• Perform analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed
• Receive and respond to incoming tickets, calls, and/or e-mails
• Develop and maintain a hardware asset inventory lifecycle program
• Monitor and test PC performance and provide PC performance statistics and reports
• Construct, install, and test on standardized operating systems
• Have familiarity with network operations, routers, and associated devices
• If necessary, liaise with third-party support and PC equipment vendors
• Troubleshoot mobile devices including iPads and iPhones and VoIP telephony
• Position may be required to perform duties outside their normal responsibilities as needed and when requested

• Associates Degree or equivalent work experience
• 4-5 years of experience in Desktop support
• Software technologies should include MS Windows, Microsoft Office Suite, VPN technologies and various other LAN and WAN experience is required
• Excellent communication skills (written and verbal)
• Strong organizational skills and the ability to quickly assess and prioritize
• Communicate effectively with diverse groups and clients
• Ability to perform under tight and often stressful deadlines
• Ability to manage several projects simultaneously
• Work with peers and team to establish departmental decisions, processes and ensure standardized activities
• Must understand corporate business objectives, and apply necessary judgment to effectively utilize limited I.T. resources
• ITIL Certification a plus

PHYSICAL DEMANDS

• Intermittent physical activity including reaching, prolonged periods of sitting, bending, or lifting (up to 30lbs)
• Approx. 10% travel may be required

What We Offer:

An opportunity to join an established team and be part of a successful and proven global organization!

A competitive compensation program!

Large Company Benefits: Medical/Dental/Vision/401K with a competitive company match!

Employee discounts on Canon products & vendor discount programs for employees!

World-Class Training & Career Development Programs!