Field Specialist I, Advanced

Field Specialist I, Advanced

POSITION PROFILE

The TSAS I is responsible for the configuration, installation, and maintenance of IT equipment, including: workstations, laptops, hardware peripherals, and printers. Participates in the evaluation, planning, development, documentation, & implementation of system upgrades & enhancements. CSS's are a vital link to providing feedback and trends based on customer usage and customer IT configuration requirements, changes in business needs and other areas of Tech Services focus. May serve as a team member within own work area or on a cross-functional team. Service responsibility may be based on assigned geographic territory and/or individual customer as required.

JOB DUTIES AND RESPONSIBILITIES

�· Maintains and supports configuration of workstations, laptops, peripheral hardware, and printers.

�· Responsible for creation and installation of computer image, which includes the operating systems and applications for all workstation and laptops

�· Maintains and supports software on user's home PC's and laptops to enable successful remote access to the client's network and applications.

�· Provides quality customer service to all staff and clients including direct end-user assistance in support of the Help Desk. This requires expeditious claiming of routed Help Desk tickets and detailed resolution of problems.

�· Performs duties of a Liaison with hardware and software manufacturers to resolve issues.

�· Performs operational troubleshooting and support for Microsoft Windows Operating system

�· Performs operational troubleshooting and support for Windows server and Virtualization solutions (VMware and Microsoft

�· Performs operational and communication support to troubleshoot and configuration for backbone equipment servicing including switches, routers, firewalls and advanced routing

�· Researches and recommends enhancements to the system to better serve the needs of the organization, determined through the direction of management.

�· Take the lead on projects assigned, following work plans and meeting deadlines as outlined for the project.

�· Responsible for proper installation, configuration, documentation, and operation of workstation virus protection software.

�· Participates in floor support for major system changes, rollout of new software, hardware, and system enhancements developed by the organization.

�· Performs the duties of a Liaison with other IT groups to research, test, deploy, document, and upgrade new and existing hardware and software.

�· Provide desk side support on escalated issues, as necessary.

�· Works closely with IT staff to use and share knowledge and encourage open communication.

�· Responsible for communication, coordination, & back up of other Help Desk members.

�· Interface with customer information technology organizations to resolve configuration problems.

�· Maintain their technical certifications, as well as obtain the expertise and knowledge on product & solution training specific to the needs of their function.

�· Provide comprehensive technical support on advanced technologies in the IT equipment environment and can assist in the development and delivery of technology and skills development seminars.

�· Performs other duties as assigned

QUALIFICATIONS (Education, Experience and Certifications)

Typically requires:

�· Industry Certifications �· A , Net , Security (Microsoft 2012 certifications and VMware certifications preferred)

�· IT Readiness Training - Server Management, Workstation Management, Advanced Server Support MX, Advanced Server Support AD, UTM Management, VOIP

�· Smart Hands Curriculum (36.5 hrs)

�· Requires strong computer /application competencies

�· Automated call routing

�· 4-year degree or equivalent experience

�· 2 �· 4 years of Field Service experience is strongly preferred

�· Requires a valid state driver's license and minimum level of auto insurance coverage per Ricoh policy

KNOWLEDGE, SKILLS, AND ABILITIES

�· Strong level understanding of company products, specifically equipment and network software products, connectivity, and their applications

�· Experience in supporting and troubleshooting all versions of Microsoft Windows Operating System.

�· Experience in supporting and troubleshooting Windows server and Virtualization solutions (VMware and Microsoft).

�· Experience with Microsoft Active Directory, scripts and group policies.

�· Familiar with and basic experience in Saas solutions such as O365, Hosted Exchange, Hosted VoIP, Hosted Desktop and Servers

�· Familiar with ITIL Foundations Certification program

�· Effective oral and written communication skills

�· Strong interpersonal and verbal communication skills

�· Effective analytical skills

�· Effective time management and judgment skills

�· Effective teamwork skills

�· Advanced customer relations skills

�· Strong organizational skills including follow up to resolution and closure of issues

�· Strong level understanding in use of PCs and associated software applications

�· Effective service organization practices and procedures

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

�· Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise

�· Occasional overnight travel is required.

�· Work assignments are diversified. Examples of past precedent are used to resolve work problems.

�· New alternatives may be developed to resolve problems.

�· Requires moderate dexterity - regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).

�· Some physical effort required; must be able to lift and carry objects that weigh up to 50 pounds.

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.