IT Helpdesk Support

Role Overview

• Responds to escalated incidents from Level 1 support (phone, voicemail, email) promptly and professionally.
• Evaluates incidents and provides technical assistance using appropriate documentation. Takes full ownership of escalated issues and documents technical inquiries accurately.
• Maintains detailed and accurate entries for all issues and activities within SNOW, KCS, Five9, or other incident management systems, with emphasis on resolution details.
• Independently conducts tests in a controlled lab environment to duplicate and resolve issues.
• Utilizes lab equipment and virtual/remote tools for troubleshooting; restores equipment to proper condition after use.
• Provides specialist-level support for incidents that cannot be resolved by Level 1.
• Investigates and coordinates resolution and recovery actions for assigned incidents.
• Performs billable customer work following Ricoh’s defined service order process.
• Demonstrates knowledge of networking, databases, basic scripting, security, and business processes.
• Acts as subject-matter expert across at least three Professional or IT Services disciplines (Workflow, Cloud, Print Management, Behavior Modification, Capture, EDM, IT, Networking, Telephony, server-based fax, etc.).
• May assist with installing Ricoh and third-party software solutions in customer environments.
• Develops hardware/software or product-specific technical service solutions for escalated incidents of wider scope.
• Assists in creating and updating internal documentation.
• Reviews and stays current with technical information for all supported products.
• Supports Sr. Incident Analysts in developing and conducting training for all support tiers.
• Creates, manages, and updates internal and global knowledgebase content.
• Maintains laptop and other assigned company equipment.
• Installs and maintains current software on assigned workstation.
• Understands customer support requirements and can recommend billable services as needed.
• Uses diagnostic tools, schematics, and product documentation to assess and resolve software failures.
• Interfaces with customer IT departments to resolve issues.
• Maintains technical certifications and completes necessary product/solution training.
• Diagnoses and resolves application, software/hardware, and connectivity issues, sometimes requiring coordination with on-site resources.
• Collaborates with Customer Services to ensure issue resolution and customer satisfaction.
• Responsible for ongoing professional development and required training.
• Performs daily administration of Professional and/or IT Services systems of record.
• Performs other duties as assigned.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field, or equivalent experience.
• Minimum 4 years related technical support or industry experience; 5+ years preferred.
• Proficiency with MS Office Suite, SNOW, Five9, and Visio strongly preferred.
• Required Certifications: CompTIA A+, CompTIA Network+.
• Additional certifications may be required depending on technologies supported (CNA, CNE, MCP, MCSE, CDIA+, etc.).

Tech Stack

• Cloud

Benefits

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually.
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.