Desktop Support Engineer

Qualified candidates for this position should be fully vaccinated by 1st day of hire for the Covid virus. Ricoh will evaluate requests to reasonably accommodate qualified candidates who have not been vaccinated because of a disability or sincerely held religious belief, practice, or observance.

 

RICOH EMPOWERS WORKPLACES using innovative technologies - services enabling individuals to work smarter. Our people deliver on the promise of Service Excellence.

Ricoh offers a full portfolio of benefit and employee programs such as:
  • Medical Coverage - Vision Coverage
  • Dental Coverage
  • Short/Long Term Disability
  • Term Life and AD-D Insurance
  • Spouse and Dependent Life Insurance
  • Flexible Spending Account
  • Employee Assistance Programs and Work Life Benefits
  • Time off Benefits including: Vacation, Sick, and Holiday
  • Tuition Reimbursement......and many more

These roles are permanent positions that play a critical role in delivering Ricoh's services and solutions to our customers. Ricoh offers positions with a developmental path and a range of training resources to meet our employees' needs. From on-boarding training to continued development for all of our employees, we provide many resources to set our employees up for continued success.

Ricoh works to motivate employees with competitive pay and benefits that are affordable. We offer proven career paths - locally, regionally, and nationally.

 

POSITION PROFILE

The Engineer is responsible for the daily support of site-specific network and workstation operating systems, workstation connectivity, workstation and peripheral hardware, and end-user applications. This position responds to Associate Engineer escalated support requests 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 Engineer is responsible for thoroughly documenting all relevant information to the support request ticket in the Help Desk Database upon closure of the ticket, or upon escalation of the support request to a Senior Engineer (Level 3). 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 Engineer 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, workstation and peripheral hardware, and end-user applications.
  • Responds to Associate Engineer (Level 1) escalated support requests and resolves the support request in a timely, accurately, and professional manner.
  • The Engineer escalates the support request to a Senior Engineer (Level 3) if the support request cannot be resolved in a timeframe that meets the end users needs.
  • The Engineer should always Listen, Understand, Communicate, and then Deliver Support to the end user.


  • Continuously informs the end user and/or the Associate Engineer (Level 1) on the progress of the resolution.
  • When instructed by IT or the Help Desk Manager, the Engineer keeps end users informed of any major problems or scheduled down times as he/she provides 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.
  • Provides support and guidance to Associate Engineers (Level 1), assists Senior Engineers (Level 3) with complex network issues, studies and analysis.

QUALIFICATIONS (Education, Experience, and Certifications)

Typically Required:
  • 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)
  • Three years of industry experience

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

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at 866-428-9959.

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