Systems Support Specialists

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Administrator, Applications

POSITION PROFILE

The Associate Applications Analyst is responsible for the daily support of site-specific network and workstation operating systems, workstation connectivity, and end-user applications. This position responds to end user or management support requests and needs, with the primary focus being customer service and the ability to help, regardless of whether the problem is technical, user error, or training. The Associate Applications Analyst is also responsible for thoroughly documenting all relevant information to the support request ticket in the Help Desk Database. Responsibilities include escalating any network, personnel, and end user issues that may impact customer satisfaction or the achievement of contractual Service Level Agreements to the attention of the Help Desk Manager. The Associate Applications Analyst is responsible for following all Help Desk Standard Operating Procedures that pertain to the particular client site they are supporting.

Job Duties And Responsibilities

• Daily support of site-specific network and workstation operating systems, workstation connectivity, and end-user applications.
• Responds to end user calls as a first line of technical support, gathering information to resolve the issues, and /or assisting others in the resolution of the problem in a timely, accurately, and professional manner.
• The Associate Applications Analyst logs each call and strives to resolve the issues while the end user remains on the phone. If the call cannot be resolved within 15 minutes, the Associate Applications Analyst is responsible for escalating the call to the attention of an Engineer (Level 2).
• The Associate Applications Analyst should always Listen, Understand, Communicate, and then deliver support to the end user.
• Continuously informs the end user on the progress of the resolution, keeping ownership throughout the ticket resolution and always following up with the end user prior to closing the support ticket to ensure customer satisfaction.
• When instructed by IT or the Help Desk Manager, the Associate Applications Analyst keeps end users informed of any major problems or scheduled down times as they call in for support.
• Test new or enhanced applications including systems enhancements and provides feedback to the Help Desk Manager as well as the Client Site Manager of User Support.
• Provides end users with detailed remote access knowledge, and documents complete trouble shooting information.
  
  

Typically Required

Qualifications (Education, Experience and Certifications)

• High School Diploma
• Secondary School Degree Preferred
• Technical Training & Certifications a plus (i.e.: A , NETWORK , MCP, MCSE, MOUS)
• IT Help Desk support experience (application & hardware support)
  
  

KNOWLEDGE, Skills And Abilities

• Good communications, listening and problem-solving skills
• Good customer service skills
  
  

Working Conditions, MENTAL and PHYSICAL DEMANDS

• Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level
• Work assignments are diversified. Interpret, comprehend and apply complex material, data and instruction
• prepare, provide and convey diversified information
• Minimal physical effort required. 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.
  
  

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.

Come Create At Ricoh

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest In Yourself

At Ricoh, you can:

• 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.