Field Representative II, Cross Functional Service
POSITION PROFILE
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.
Job Duties and Responsibilities
Project and deskside support activities should be scheduled jointly with key stakeholders and in collaboration. Duties may include:
- 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.
Provides operations functions in one or all the following areas within a Legal office /environment:
- 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
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Qualifications (Education, Experience and Certifications)
Typically Required:
- High School Diploma
- Secondary School Degree Preferred
- Experience in a legal environment preferred
- IT Help Desk support experience Preferred (application & hardware support)
- Basic knowledge of PCs, laptops, handheld tablets, smartphones (Apple, Android, Windows), Windows 10, Microsoft 365.
- 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.
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KNOWLEDGE, Skills And Abilities
- 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.
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Working Conditions, MENTAL aND PHYSICAL DEMANDS
- Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
- Work assignments are diversified. Interpret, comprehend and apply complex material, data and instruction; prepare, provide and convey diversified information.
- Minimal physical effort required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically with less than 10 lbs. (e.g., papers, books, files and small parts, etc.).
Moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination.
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The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.
