WorkMyWay

Specialist I, IT Support

POSITION PROFILE

An Specialist I, IT Support is responsible for the onsite, dedicated, proactive and reactive support, troubleshooting and documentation for new and existing Service Advantage partners in our partner's work locations. This position is ideal for a hands-on, well-rounded engineer who desires to be involved in all aspects of the IT field.

JOB DUTIES AND RESPONSIBILITIES

?·         Review, manage, and solve helpdesk tickets in service queue

?·         Installing and configuring of computer Systems, AV Systems, VoIP Systems, and/ or Applications

?·         Diagnose and solve hardware, software, and technical applications faults via phone, remotely, or in person

?·         Responsible for monitoring and support of networked/ standalone IT equipment to include, but not limited, AV equipment, PC docking stations, Monitors, PCs/ Laptops, VoIP Technology, and other IT accessories and peripherals.

?·         Ensure all helpdesk tickets are managed to meet contracted SLA's

?·         Ensure proper records of notes are kept for each resolved helpdesk ticket

?·         Communicate and escalate helpdesk tickets as needed to immediate supervisor for guidance or support

?·         Work with level 2 help desk to resolve escalated tickets

?·         Work with Manager or Warehouse Team to ensure necessary stock is available to meet customer office needs

?·         Communicate technical publications that directly impact service performance of customer's IT equipment

?·         Participate on project calls with internal/ external team members

?·         Administer and support incidents with Active Directory, Exchange, on LAN/ WAN

?·         Perform other duties as needed

QUALIFICATIONS (Education, Experience, and Certifications)

?·     

?·         MCSE, MCSA, MCITP: Server Administrator, MCITP: Enterprise Administrator or equivalent hands-on experience.

?·         CCNA or equivalent hands-on experience

?·         Minimum of 3 years related hands-on work experience.

?·         Work experience must include supporting local area network connected devices or any equivalent combination of education and experience.

?·         VCP or equivalent hands-on experience

?·         Experience of Incident Management applications i.e. ServiceNow and RemedyForce

?·         Proper handling of incident escalation management

?·         Hands on experience with Provisioning and troubleshooting of MAC and Apple computers to include understanding of MDM application management

?·         Experience in troubleshooting and provisioning of VOIP technology

?·         Knowledge of audio-visual equipment troubleshooting, connectivity, source/input etc.

KNOWLEDGE, SKILLS AND ABILITIES

?·         Proficient with Microsoft Active Directory 2003/2008/2012 and Microsoft Exchange 2003/2007/2010/2013.

?·         Proficient with the Microsoft Windows operating system (Win10/ Win11).

?·         Proficient with the Microsoft Office Suite of products (XP/2003/2007/2010).

?·         knowledge of of Cisco router, firewall, switch, and access point configuration and management.

?·         Proficient in routing and switching technology and terminology as well as the OSI model and how it applies to telecommunications.

?·         Proficient with Virtualization technologies including VMware ESX 4.0 and later

?·         Proficient with Storage solutions ?· SAN/NAS

?·         Ability to work at onsite at client facility as required.

?·         Presents a tidy and professional physical appearance to customers and colleagues in a way the represents Ricoh well, especially at a customer site.

?·         Willingness to work evenings and weekends on occasion.

?·         Willingness to travel within and outside the region.

?·         The position requires strong resource and time management Skills

?·         Individual will need to be self-motivated, detail and process oriented

?·         Possess strong verbal and written communication skills

?·         Excellent customer service skills

?·         Strong solving/ trouble-shooting abilities

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

?·         Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise leve. Will also be responsible for supporting end users in warehouse environment.

?·         Work assignments are diversified. Interpret, comprehend, and apply complex material, data, and instruction ?· prepare, provide, and convey diversified information.

?·         Work is mostly sedentary but does require walking, standing, bending, reaching, lifting, or carrying objects that typically with less than 10 lbs. (e.g., papers, books, files, and small parts, etc.). Moderate dexterity ?· regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination). Some physical effort may occasionally be required to lift or move office equipment weighing up to 50 lbs.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.