IT Service Desk Specialist
POSITION PROFILEProvides a single point of contact for Service Desk customers.
The IT Service Desk Specialist position is a key member of our Tier 1and Tier 2 support team who provides dependable and exceptional customer services.
This position will be managing a high number of inbound support incidents in a given day.
These incidents may consist of installing software, performance tuning computers and networks, providing advice to users on how to best use an application, and working on issues for those customers.
In addition, the IT Service Desk Specialist may help manage mobile devices, maintain device configurations, deploy software and patches, help manage active directory accounts, and maintain security and encryption settings for computers and devices.
Updating documentation and knowledgebase articles will also be a day to day focus activity.
This position will require nights, weekends, and holidays; the typical shift will be from 9pm - 6am with hour lunch breaks.
JOB DUTIES AND RESPONSIBILITIESProvide Tier 1 & Tier 2 service desk and technical support to usersReceive and respond to incoming calls, chats, and/or emails regarding PC and/or hardware problemsEvaluate, prioritize and respond to service requests with a resolutionPerform analysis and diagnosis of complex PC problems for end users, and recommend and implement solutionsInstall, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware productsRun diagnostic programs to identify and resolve problemsResolve technical problems with LAN, WAN, and other systemsGuide customers through problem-solving processMaintain communications with end users to ensure systems continually meet business needsPerform periodic system maintenancePlace and escalate vendor service calls when necessary to resolve hardware or software failuresCoordinate with end users and technical staff to maintain systems that utilize industry best practices to meet business objectives, while maintaining the security and integrity of the data, system and networkPerform routine to moderately complex problem analysis and resolution design for systems and applicationsMaintain timely and accurate service desk records using a ticket management systemUpdate job knowledge by recertifying and obtaining additional Industry Certifications Light design and programming work related to file transfers or scriptingEscalate issues to Tier 3 when neededAvailable to work on an on call capacityPerforms other duties as assignedQUALIFICATIONS (Education, Experience, and Certifications)Minimum two years Service Desk, Help Desk, or technical Call Center experience strongly preferredDepending on business needs, schedule flexing may be requiredAvailable to work on an on call capacityStrongly prefer at least two years experience with technical problem resolution and supportA technology-oriented bachelor's degree or commensurate experience is desirableITIL foundations certification desiredComptia Network
and Microsoft Certifications, or Cisco Certifications requiredInstallation or support of Network Printers a plusExperience setting up email accountsVPN and Citrix experience requiredIT support background should include troubleshooting hardware and network problemsKnowledge of AD, Microsoft Office 365 and Microsoft ServersKnowledge of Apple IOS as it pertains to (iPhone, MacBook, iPad)Experience with incident management systemsExcellent documentation skills a plusAbility to work with leaders and employees within an organizationAt Ricoh, we embrace and respect the collective and unique talents, experiences, and perspectives of all people.
Together, we inspire remarkable innovation.
That is how we live the Ricoh Way.
And with our commitment to ethics, you can be sure that we are doing it with transparency, integrity, and corporate social responsibility.
Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.
Click Here to view RicohUSA BenefitsSalary:
$10.
19 - $17.
83.
Estimated Salary: $20 to $28 per hour based on qualifications.
The IT Service Desk Specialist position is a key member of our Tier 1and Tier 2 support team who provides dependable and exceptional customer services.
This position will be managing a high number of inbound support incidents in a given day.
These incidents may consist of installing software, performance tuning computers and networks, providing advice to users on how to best use an application, and working on issues for those customers.
In addition, the IT Service Desk Specialist may help manage mobile devices, maintain device configurations, deploy software and patches, help manage active directory accounts, and maintain security and encryption settings for computers and devices.
Updating documentation and knowledgebase articles will also be a day to day focus activity.
This position will require nights, weekends, and holidays; the typical shift will be from 9pm - 6am with hour lunch breaks.
JOB DUTIES AND RESPONSIBILITIESProvide Tier 1 & Tier 2 service desk and technical support to usersReceive and respond to incoming calls, chats, and/or emails regarding PC and/or hardware problemsEvaluate, prioritize and respond to service requests with a resolutionPerform analysis and diagnosis of complex PC problems for end users, and recommend and implement solutionsInstall, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware productsRun diagnostic programs to identify and resolve problemsResolve technical problems with LAN, WAN, and other systemsGuide customers through problem-solving processMaintain communications with end users to ensure systems continually meet business needsPerform periodic system maintenancePlace and escalate vendor service calls when necessary to resolve hardware or software failuresCoordinate with end users and technical staff to maintain systems that utilize industry best practices to meet business objectives, while maintaining the security and integrity of the data, system and networkPerform routine to moderately complex problem analysis and resolution design for systems and applicationsMaintain timely and accurate service desk records using a ticket management systemUpdate job knowledge by recertifying and obtaining additional Industry Certifications Light design and programming work related to file transfers or scriptingEscalate issues to Tier 3 when neededAvailable to work on an on call capacityPerforms other duties as assignedQUALIFICATIONS (Education, Experience, and Certifications)Minimum two years Service Desk, Help Desk, or technical Call Center experience strongly preferredDepending on business needs, schedule flexing may be requiredAvailable to work on an on call capacityStrongly prefer at least two years experience with technical problem resolution and supportA technology-oriented bachelor's degree or commensurate experience is desirableITIL foundations certification desiredComptia Network
and Microsoft Certifications, or Cisco Certifications requiredInstallation or support of Network Printers a plusExperience setting up email accountsVPN and Citrix experience requiredIT support background should include troubleshooting hardware and network problemsKnowledge of AD, Microsoft Office 365 and Microsoft ServersKnowledge of Apple IOS as it pertains to (iPhone, MacBook, iPad)Experience with incident management systemsExcellent documentation skills a plusAbility to work with leaders and employees within an organizationAt Ricoh, we embrace and respect the collective and unique talents, experiences, and perspectives of all people.
Together, we inspire remarkable innovation.
That is how we live the Ricoh Way.
And with our commitment to ethics, you can be sure that we are doing it with transparency, integrity, and corporate social responsibility.
Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.
Click Here to view RicohUSA BenefitsSalary:
$10.
19 - $17.
83.
Estimated Salary: $20 to $28 per hour based on qualifications.
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