IT Service Desk Specialist

Ricoh Americas Corporation Tucker, GA
NOTE: First Shift, 8:00 am - 5:00 pm, Monday through Friday

POSITION PROFILE

Provides a single point of contact for Service Desk customers. The IT Service Desk Specialist position is a key member of our Tier 1 and 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.

JOB DUTIES AND RESPONSIBILITIES

* Provide Tier 1 & Tier 2 service desk and technical support to users

* Receive and respond to incoming calls, chats, and/or emails regarding PC and/or hardware problems

* Evaluate, prioritize and respond to service requests with a resolution

* Perform analysis and diagnosis of complex PC problems for end users, and recommend and implement solutions

* Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products

* Run diagnostic programs to identify and resolve problems

* Resolve technical problems with LAN, WAN, and other systems

* Guide customers through problem-solving process

* Maintain communications with end users to ensure systems continually meet business needs

* Perform periodic system maintenance

* Place and escalate vendor service calls when necessary to resolve hardware or software failures

* Coordinate 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 network

* Perform routine to moderately complex problem analysis and resolution design for systems and applications

* Maintain timely and accurate service desk records using a ticket management system

* Update job knowledge by recertifying and obtaining additional Industry Certifications Light design and programming work related to file transfers or scripting

* Escalate issues to Tier 3 when needed

* Available to work on an "on call" capacity

* Performs other duties as assigned

QUALIFICATIONS (Education, Experience and Certifications)

* Minimum two years' Service Desk, Help Desk, or technical Call Center experience strongly preferred

* Depending on business needs, schedule flexing may be required

* Available to work on an "on call" capacity

* Strongly prefer at least two years' experience with technical problem resolution and support

* A technology-oriented bachelor's degree or commensurate experience is desirable

* ITIL foundations certification desired

* CompTia Network+ and Microsoft Certifications, or Cisco Certifications required

* Installation or support of Network Printers a plus

* Experience setting up email accounts

* VPN and Citrix experience required

* IT support background should include troubleshooting hardware and network problems

* Knowledge of AD, Microsoft Office 365 and Microsoft Servers

* Knowledge of Apple IOS as it pertains to (iPhone, MacBook, iPad)

* Experience with incident management systems

* Excellent documentation skills a plus

* Ability to work with leaders and employees within an organization

KNOWLEDGE, SKILLS AND ABILITIES

* Two or more years of experience in help desk operations, including client configuration, administration, and troubleshooting, strongly preferred

* Knowledge of Windows, 2010 networking fundamentals including VPN, routing, TCP/IP, DNS and DHCP

* Proficient with Microsoft Active Directory 2008/2012

* Knowledge of MAC operating systems

* Proficient with the Microsoft Office Suite of products (2010/2013/2016/Office365, Sharepoint, Outlook)

* Knowledge of hardware including: desktops, laptops, printers, and mobile devices

* Excellent customer services skills and ability to work on multiple tasks concurrently

* Excellent written and oral skills with the ability to update documents and status reports

* Ability to deliver exceptional customer experiences on all assigned issues

* Meticulous analytical and organizational skills with proven ability to multi-task

Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.

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