at Canon Business Process Services in Chicago, Illinois, United States
Job Description
Overview
The Help Desk Technician II will p rovide first level technical assistance with computer hardware and software, internet, mobile and telecommunications issues.Responsibilities
+ 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
Qualifications
+ 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!Job LocationsUS-IL-Chicago
Posted Date1 month ago(4/21/2023 4:07 PM)
Requisition ID 2023-15871
- of Openings 1
Category (Portal Searching) Administrative/Clerical
Position Type (Portal Searching) Temporary Part-Time
