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!