Field Specialist , Advanced

Position: 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…