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