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Technical Support Specialist

canon business process servicesNew York, NY

7 days ago

Occupations

Computer User Support SpecialistsComputer Network Support SpecialistsNetwork and Computer Systems Administrators

Industries

Computer Facilities Management ServicesComputer Systems Design ServicesOther Computer Related Services
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About the role

This position provides technical support to a client's New York office but can also be called upon to assist with problems in any of the client's other offices. The position requires broad knowledge ofall equipment and desktop software utilized by end users. This role is responsible forapproximately 20% Help Desk and 80% Deskside Support.
RESPONSIBILITIES: Provide telephone and deskside support for all desktop and laptop systems. Troubleshoot and research problems where a resolution is unknown. This may require use ofthe Internal Knowledgebase, review within the ticketing system (ServiceNow), searching onlinedatabases, or software help files.
  • Create, escalate, and close tickets on the Helpdesk ticketing platform (ServiceNow), includingmaintaining records of all equipment used by end users working in and away from the office —such as laptop computers, portable monitors, and MiFi devices — tracked through asset tags.
  • Assist with the installation, configuration, and ongoing usability of laptop computers, peripheralequipment, and software within established standards and guidelines, as well as mobile phones, desk phones, and AV equipment.
  • On-boarding / Off-boarding: Setup and remove hardware, software, and mobile devices uponemployee arrival and departure. For onboarding, assist with first login — ensuring that, in thepre-deploy phase, the laptop and phone have been set up per company guidelines and standards. Provide dedicated onboarding assistance for client VIPs.
  • Coordinate the distribution of peripherals — including laptops, mobile devices, and accessories— in collaboration with the Help Desk, Hardware leads, Training Teams and Practice Groups.
  • Ensure laptop computers interconnect seamlessly with all systems including associatedvalidation systems, file share servers, email servers, computer conferencing systems, applicationservers, and administrative systems.
  • Provide off-hours support as required, particularly on-call support on overnights and weekends, on either a weekly or monthly rotation depending on seniority.
  • Assist with ensuring the security of all systems and equipment, including reporting andremediating phishing and malware attacks.
  • Work in conjunction with the AV Team to set up technology in conference rooms, including butnot limited to video and audio collaboration. Available to support AV events offsite if needed.
  • Occasional printer support and maintenance, such as clearing print queues, ensuring users areconnected to their designated printers, and confirming print/scan-to-email functionality isworking as expected.
  • Lead or assist with special projects as they arise, such as conversions, moves, setup of specialsoftware, or offsite events that require elevated IT support.
  • Provide white-glove support to all users, with priority given to assigned VIPs such as Partnersand Executive Team members.
  • Train Legal Staff during onboarding to ensure new hires can effectively use their equipment. Additionally, provide training on specific client applications as needed.
  • Serve as a Subject Matter Expert (SME) on specific client applications or tools and assist withtraining other staff on those applications or tools.
  • Assigned Floor Support: Each TSS will be assigned a floor in the New York office as the primary ITsupport person for that floor, with the expectation of backing up other floors as needed.
  • We work in a high-level, dynamic IT environment; additional out-of-scope responsibilities mayarise and are expected to be handled to the highest level of user satisfaction. PHYSICAL DEMANDS / WORKING CONDITIONS / MENTAL QUALIFICATIONS
  • Intermittent physical activity including reaching, prolonged periods of sitting, bending, or lifting(up to 50 lbs).Mental qualifications include the ability to perform all tasks assigned.
Good organizational skills required. Documenting your work process — This practice involves detailing the steps and proceduresfollowed when working on a task so that others can understand, replicate, or continue the workif needed. The schedule for this role is Monday - Friday, 10am - 7pm. The first few weeks of training will be most likely be a Monday - Friday, 8am - 5pm shift or whatever the client proposes. I entered a range for the role or it be the fixed salary. There may be some travel involved to other client locations or offsite locations within the Tri State area.
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 and vendor discount programs for Canon employees! World-class Training and Career Development Programs!

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JOB OVERVIEW

Experience level

Senior

Location

New York, NY

Occupation

Computer User Support Specialists

Industry

Computer Facilities Management Services

Posted

7 days ago

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