The Lead IT Support Specialist will be responsible for managing Internal / External customers by providing efficient, accurate and timely resolution of the Information Technology support requests within the service level agreements.

CUSTOMER SERVICE

Ensures total customer satisfaction through understanding of customer expectations, proactive problem identification/resolution, and maximizing opportunities to build relationships.

Acts as a first point of contact for coaching, training, questions, concerns, and issues for the IT Support Specialists
• Assist IT in reporting and monitoring of tickets on a daily basis
• Assist the Site Manager and CBPS Management in ensuring the associates perform their day-to-day operations
• Assist IT Support Specialists and Hardware Technician with research issues and manage the invoice resolution process
• Assist in the processing of team's workload when demand is increased and/or shortage exists on the desks coverage to maintain performance SLA's
• Assists in conducting functional training programs for the CBPS IT Team
• Implement quality improvement programs for the IT Support Specialists
• Develops and maintains standard processes and documentation to support consistent and accurate services.
• Performs other job assignments as specified by the Site Manager or client
• 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

As expected of every employee of Canon Business Process Services (CBPS), the Lead IT Support Specialist is expected to:

• Maintain or exceed CBPS' quality standards for all assigned tasks.
• Demonstrate commitment and enthusiasm to exceed client expectations.
• Conduct behavior in a professional manner, consistent with normal business practices.
• Protect the confidentiality, integrity, and availability of sensitive information, in line with the Information Security policy of the organization.
• Adhere to all CBPS' policies and procedures.

PHYSICAL DEMANDS / WORKING CONDITIONS / MENTAL QUALIFICATIONS

• Requires regular twisting/turning/squatting/bending/reaching/lifting and prolonged periods of sitting, standing, or walking.
• May regularly lift and carry up to 20 lbs. and move (pushcart) over 50 lbs.
• May occasionally lift up to 50 lbs.
• May occasionally need to climb stairs.
• Ability to work overtime, extra shifts, and meet deadlines
• Approx. 10% travel may be required

EDUCATION

• Associates Degree or equivalent work experience

EXPERIENCE NECESSARY

• 4-5 years of experience in Desktop support. Previous supervisory experience.

KNOWLEDGE

• Thorough knowledge of all metering, weighting, logging and other shipping procedures.
• Capable of understanding all of the aspects of the job and their practical applications to problems and situations ordinarily encountered.

COMPUTER SKILLS: Proficiency in computer skills.

BASIC QUALIFICATIONS

• Ability to perform complex functions of various equipment and systems (fax, scanner, metering, stamping, tracking systems,
• Excellent customer service, professional attitude and appearance are a must.
• Adherence and support of CBPS Core Values: Focusing on Results & Customers, Be Innovative and Quality Driven and Performing Ethically.
• Good organizational skills
• 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
• COVID-19 vaccination 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!