Workplace Services Specialist (Level 1 Support)

Job Description

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.

POSITION PROFILE

Responsible for a range of administrative and office support activities to facilitate the efficient operation of a customer's office environment. Will partner with customer's office management and the customer's Technical Support Team to resolve end user technical and office operations needs as requested by end-users. Functions as first responder to end user requests for assistance for office services and technical services. Provides support, resolution, or escalation based on customer and Ricoh provided protocols. Engages with customer's vendors in accordance with customer's established vendor agreements.

JOB DUTIES AND RESPONSIBILITIES

• Respond directly to end-user service requests for office or desktop support providing Level 1 response
• Respond to end user service requests per contracted and Ricoh guidelines on a first responder basis
• Escalates unresolved issues to customer's office management or technical support team
• Communicates status of service request to end-user
• Assists with office management activities including office moves, conference room management, vendor administration
• Operates customer provided electronic scheduling systems, travel systems, audio visual systems, voice and data systems and/or reporting systems
• Operates customer asset management process for office and technology assets
• Interact with customer vendors for office and technical services activities

Location

Mountain View, California

Job Description Continued

• Gather data and provide reports as requested by Ricoh and Statement of Work
• Maintains up to date customer service request system
• Maintains up to date site procedures guide pertaining to supported activities
• Responds to incoming end-user service requests (i.e. telephone, voicemail, mail, SR ticket) in a timely, professional manner
• Evaluates the caller's issue and then gives assistance utilizing the appropriate support information and documentation
• Assumes full ownership of support requests. Escalates and follows up as needed to ensure resolution
• Participates in monthly, quarterly, and annual customer reviews
• Manage performance to agreed upon Service Level Agreement
• Performs other duties as assigned

QUALIFICATIONS (Education, Experience, and Certifications)

• Associates Degree or Certification in Technology or equivalent Technical degree (computer science, information systems, engineering) or equivalent experience in a related field required;
• Minimum of 1 year of related work experience including a demonstrated track record of success
• Proficiency in MS Office Suite required
• Capable of earning ITIL Certification
• MCTS, MCSA, or CDIA+ certification desirable

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

Additional/Alternate Work Locations (if applicable)

Ricoh USA Benefits

We will consider for employment qualified applicants, including those who may have arrest and conviction records.