Field Representative II, Cross Functional Service

Ricoh•Arlington, VA

2h•Onsite

About The Position

Provides direct hands-on support within a legal office environment setting. Performs various office support tasks which may include one or more of the following areas of responsibility: IT-related set ups (audio visual & first level technical support), remote hands in support of IT, audit activities and liaison between Firm IT and end-users for basic hardware troubleshooting and deskside support, copy, production, and scanning, fax, mail and shipping, records support, direct floor support, hospitality assistance, conference room set up and scheduling, receptionist backup, and light facilities support. Cross Functional Service Delivery Specialist must possess a high level of presentation skills, interpersonal etiquette, and customer service skills to communicate with senior level attorneys, partners, clients, opposing counsel, vendors, staff, and others.

Requirements

High School Diploma
Basic knowledge of PCs, laptops, handheld tablets, smartphones (Apple, Android, Windows), Windows 10, Microsoft 365
Good understanding of incident management in an end user IT support environment
Knowledge of SLAs within end user services
Knowledge of Windows 10
Knowledge of Microsoft Office 365
Knowledge of Windows Deployment Service and scripting tools
Knowledge of network switches and wireless networks

Nice To Haves

Secondary School Degree Preferred
Experience in a legal environment preferred
IT Help Desk support experience Preferred (application & hardware support)
Experience as an on-site 2nd line and support technician
Experience of end user training / documentation
Experience of working in virtual teams
Experience of providing software support and installation services across a range of industry standard applications and operating systems
Experience of working in a client facing environment providing support, preferably with executive level support experience
Experience of providing network support services across Local and Wide-Area network environments

Responsibilities

Testing of new or enhanced applications or hardware including system enhancements and provides feedback to the Help Desk Manager as well as the Client IT Department
Respond to end user or management support requests, with the primary focus being customer service and the ability to help, regardless of whether the problem is technical, user error, or training
Responsible for documenting all relevant information to the support request ticket in the Help Desk Database as well as for assisting with the documentation of SOP's for troubleshooting support requests
This position is typically an anchor for the team to utilize prior to escalating support request to a higher tier of support
Ability to perform all associated production tasks – Copy/Scan/Print
Follow posted QC guidelines for all completed tasks
Operates high volume duplicating equipment and finishing elements
Support mail center with all necessary duties: shipping/receiving packages, process, sort and distribute USPS mail
Assist in managing copier maintenance and/or repair of customer site equipment
Support all hospitality, housekeeping, call center representative, reception, A/V setup, etc.
May performs various building support functions related to meeting set ups and light maintenance
Accommodate Records Department with filing, scanning, renaming, delivering files, retrieving files, organizing record files and other potential tasks
Responds to escalates support requests as well as end user support requests and resolves the requests in a timely, accurately, and professional manner
Escalates the support request to a higher Tier of support if the request cannot be resolved in a timeframe that meets the end user needs
Listen, Understand, Communicate, and then Deliver Support to the end user
Continuously inform the end user and/or the Firm IT Engineer on the progress of the resolution
When instructed by IT or the Help Desk Manager, the Cross Functional Service Delivery Specialist keeps end users informed of any major problems or scheduled down times as he/she provides support
Under guidance of Firm IT, test new or enhanced applications including systems enhancements and provides feedback to the Help Desk Manager as well as the Client IT Department
Provides end users with detailed remote access knowledge
Provides support to the Client IT Department in respect to basic network issues, studies, and analysis
Keeps the Help Desk Manager and the Client IT Department aware of end-user issues that appear to constitute a trend or common occurrence among users, whether IT staff or end users
Liaison between IT management, helpdesk and general user population
Undertake day to day operations ensuring that all incidents, service requests and site maintenance work are effectively supported, making sure that the impact and disruption on the IT services are kept to an absolute minimum
The ability to manage and maintain an accurate spares and consumables inventory to achieve fixes in target times
Escalate to the Client IT Department and/or Ricoh Site Manager, depending on issues with the services Ricoh provides that will not meet the respective service/project delivery targets
Complete any other relevant duties applicable to the scope of the Cross Functional Hybrid role as documented in the site procedures documents or required by the Ricoh Site Manager
Supports Client IT Department to ensure consistency of solutions delivered by help desk staff and Firm IT
Performs other duties as assigned