PC Support Specialist III

Canon Medical Systems USA
Tustin, CA Full Time
POSTED ON 6/1/2022 CLOSED ON 11/13/2022

Job Posting for PC Support Specialist III at Canon Medical Systems USA

PC Support Specialist III - req958

OVERVIEW

This position provides senior level III hardware and software support for Canon Medical Systems USA (CMSU) standard computing devices, mobile devices, business applications, and network connectivity for CMSU internal users/employees.

RESPONSIBILITIES

  • This position will support rollout and new software implementations as well as on-going daily support calls for CMSU business applications.
  • Will be responsible for supporting all aspects of the hardware and software for 950 plus remote users
  • Support 250 LAN Desktop users.
  • Resolution includes walking the end-user through documented protocols as well as actual data/system setting manipulation using remote desktop tools, (Bomgar & Skype For Business)
  • Must be able to liaison computer support (PC, Network and Application) between end users and various IT Groups
  • Diagnose and resolve technical hardware and software issues.
  • Will trouble shoot hardware problems for the purpose of correct diagnosis and in some cases hardware repairs.
  • Log all help desk interactions in CMSU’s ticketing system (DK), track all issues and resolutions and provide detailed documentation regarding issue cause and resolution.
  • Identify and escalate situations requiring urgent attention. Escalation to Help Desk Team and Infrastructure Managers during service disruptions.
  • Train users on basic computer functions; guide new-hires on system use and IT guidelines.
  • Provide support and assistance to the Systems Administrator & Engineers as required with internal IT projects.
  • Configure new hardware or repair existing hardware for end users as required.
  • Develop and write training manuals.
  • Perform other duties as assigned.

QUALIFICATIONS

  • Knowledge of Windows-based PC hardware and OS support.
  • Experience & proficiency entering data into call tracking software and can clearly and precisely document problems according to department procedures for statistical gathering.
  • Advanced network, LAN & WAN, troubleshooting competency. Knowledge of Active Directory for the purpose of resetting passwords, controlling access rights, and managing allocated server resource space. Trouble shooting problems and appropriately escalating more technical network trends and issues. Familiarity with broadband and wireless networking and associated peripherals and configurations and will be able to support connectivity problems for remote connect customers.
  • Must have in-depth working knowledge of product-specific software (Microsoft Office 2013), Operating Systems (Windows 7, Windows 10), Email-Exchange 2013 / MS Outlook, MS Bitlocker, Symantec AV, Citrix & major brands of desktop/notebook and associated peripheral equipment for purpose of supporting end users with various levels of problems and questions.
  • Will be expected to support all models of mobile devices (smart phones/tablets) and their connectivity to CMSU Email system and Business Applications.
  • Will be expected to learn CMSU Business Applications from a basic navigation and connectivity perspective and support CMSU employees in the use of those applications as applied to CMSU business.
  • Excellent verbal and written communication skills. Has the ability to relate to problems and translate solutions in a manner that can be easily understood by customers, team members as well as management.
  • Positive customer service attitude.
  • Effective time management.
  • Ability to research and learn new technologies and software.
  • 2 Year / Associate's Degree: Computer Science related field, or active pursuit of a two-year degree
  • Minimum: 4 years Experience supporting customers on an IT Support Help Desk and at one year providing Senior Level III desktop support.
  • Work hours from 9am to 5:30pm PST

#LI-RS1

About us!

Canon Medical Systems USA, Inc., a world leader in diagnostic imaging, is in search of qualified candidates to fill our open positions. Canon Medical Systems offers a competitive salary and benefits package, we support a diverse workplace and are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, sexual orientation, gender identity, religion, national origin, protected veteran status, or on the basis of disability. We invite you to join and become part of our Canon family.

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