DESKTOP SUPPORT

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

• 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.

• 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!