IT Software Helpdesk Support

The Specialist I, Incident Management is responsible for providing post‑sales support for Ricoh Professional and IT‑based solutions, including capture, workflow, print management, and other Ricoh software solutions. This role delivers telephone and web‑based remote technical support to dealers, field technicians, VARs, OEMs, and end users.

This position requires strong understanding of software requirements and the ability to deliver effective solutions to resolve customer incidents. The Specialist investigates and resolves software/application issues, interfaces with vendors or engineering teams as needed, and replicates customer issues in a virtual lab environment to diagnose and guide customers through resolution steps.

The Software Incident Analyst is expected to master a broad range of solutions and serve as a subject‑matter expert in at least three Professional or IT Services disciplines.

Working Hours: 2nd shift Monday to Friday 11 AM to 7 PM

• Responds to escalated incidents from Level 1 support (phone, voicemail, email) promptly and professionally.
• Evaluates incidents and provides technical assistance using appropriate documentation. Takes full ownership of escalated issues and documents technical inquiries accurately.
• Maintains detailed and accurate entries for all issues and activities within SNOW, KCS, Five9, or other incident management systems, with emphasis on resolution details.
• Independently conducts tests in a controlled lab environment to duplicate and resolve issues.
• Utilizes lab equipment and virtual/remote tools for troubleshooting; restores equipment to proper condition after use.
• Provides specialist‑level support for incidents that cannot be resolved by Level 1.
• Investigates and coordinates resolution and recovery actions for assigned incidents.
• Performs billable customer work following Ricoh’s defined service order process.
• Demonstrates knowledge of networking, databases, basic scripting, security, and business processes.
• Acts as subject‑matter expert across at least three Professional or IT Services disciplines (Workflow, Cloud, Print Management, Behavior Modification, Capture, EDM, IT, Networking, Telephony, server‑based fax, etc.).
• May assist with installing Ricoh and third‑party software solutions in customer environments.
• Develops hardware/software or product‑specific technical service solutions for escalated incidents of wider scope.
• Assists in creating and updating internal documentation.
• Reviews and stays current with technical information for all supported products.
• Supports Sr. Incident Analysts in developing and conducting training for all support tiers.
• Creates, manages, and updates internal and global knowledgebase content.
• Maintains laptop and other assigned company equipment.
• Installs and maintains current software on assigned workstation.
• Understands customer support requirements and can recommend billable services as needed.
• Uses diagnostic tools, schematics, and product documentation to assess and resolve software failures.
• Interfaces with customer IT departments to resolve issues.
• Maintains technical certifications and completes necessary product/solution training.
• Diagnoses and resolves application, software/hardware, and connectivity issues, sometimes requiring coordination with on‑site resources.
• Collaborates with Customer Services to ensure issue resolution and customer satisfaction.
• Responsible for ongoing professional development and required training.
• Performs daily administration of Professional and/or IT Services systems of record.
• Performs other duties as assigned.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field, or equivalent experience.
• Minimum 4 years related technical support or industry experience; 5+ years preferred.
• Proficiency with MS Office Suite, SNOW, Five9, and Visio strongly preferred.
• Required Certifications: CompTIA A+, CompTIA Network+
• Additional certifications may be required depending on technologies supported (CNA, CNE, MCP, MCSE, CDIA+, etc.).

• Ability to complete administrative tasks accurately and independently.
• Strong skills in systems analysis, problem isolation, diagnosis, and resolution.
• Ability to analyze complex data from multiple sources to identify issues and recommend solutions.
• Expertise in two or more of the following: workflow, behavior modification/cost recovery, print management, networking, operating systems, cloud solutions, IT, and electronic document capture/management.
• Strong verbal and written communication skills, including the ability to communicate with stressed or non‑technical users.
• Strong initiative and self‑motivation.
• Project management skills (communication, leadership, organization).
• Excellent customer service abilities.
• Ability to learn quickly and adapt to changing technology needs.
• Advanced knowledge of computer operating systems, servers, and network environments.
• Strong interpersonal, time‑management, and organizational skills.

• Typical office environment with standard lighting, ventilation, and noise levels.
• May require shift work, extended hours, stand‑by, or on‑call rotation.
• Requires daily interaction with internal and external stakeholders via phone, remote meetings, and in person.
• Work is primarily sedentary but may involve some walking, standing, bending, lifting, or carrying items up to 20 lbs.
• Must be able to manage multiple tasks simultaneously.

The above statements describe the general nature of work performed in this role and are not intended to be an exhaustive list of responsibilities, skills, or working conditions.