DESKTOP SUPPORT - Canon Business Process Services : Job Details

Overview

Oversee the technical support services for all technical inquiries received via the telephone and/or email.

Responsibilities

* Ensure that all technical support requests are evaluated and prioritized as per standard operating procedures.

* For complex issues that Tech Support staff are unable to resolve, assess nature of technical issues to determine appropriate actions.

* Ensure that the help desk report tracking system is maintained and all calls are followed up.

* Disseminate information on any problems or potential delays.

* Follow up with employees to evaluate the effectiveness of resolution.

* Provide direction and guidance to Technical Support staff.

PHYSICAL DEMANDS/WORKING CONDITIONS/MENTAL QUALIFICATIONS

* Intermittent physical activity including reaching, prolonged periods of sitting, bending, or lifting (up to 50lbs).

* Mental qualifications include ability to analyze and resolve technical support problems and communicate effectively to staff

throughout the organization.

* Approx. 10% travel may be required.

Qualifications

* Associates Degree or equivalent work experience. COMPTIA A+ Certification a plus

* 5 or more years of experience in Help Desk support

* Advanced knowledge of standard office equipment

* Software technologies should include Windows XP, Windows 7, Microsoft Office Suite, VPN technologies and various other LAN and WAN experience is required

* Electronic imaging, Electronic print, Electronic document management experiences a plus

* 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

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!