Desktop Support Technician - Help Desk

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. 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 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 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 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, assists Senior Engineers 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 -- M/F/Disability/Veteran 10120de2403b479d9d8a16a4ae8dbf86

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