29 days old

Help Desk Support Tier 1

Arlington, VA
  • Job Code

Job Details

Job Title
Help Desk Support Tier 1


The Associate Applications Analyst is responsible for the daily support of site-specific network and workstation operating systems, workstation connectivity, and end-user applications. This position responds to end user or management support requests and needs, with the primary focus being customer service and the ability to help, regardless of whether the problem is technical, user error, or training. The Associate Applications Analyst is also responsible for thoroughly documenting all relevant information to the support request ticket in the Help Desk Database. Responsibilities include escalating any network, personnel, and end user issues that may impact customer satisfaction or the achievement of contractual Service Level Agreements to the attention of the Help Desk Manager. The Associate Applications Analyst is responsible for following all Help Desk Standard Operating Procedures that pertain to the particular client site they are supporting.


  • Daily support of site-specific network and workstation operating systems, workstation connectivity, and end-user applications.
  • Responds to end user calls as a first line of technical support, gathering information to resolve the issues, and /or assisting others in the resolution of the problem in a timely, accurately, and professional manner.
  • The Associate Applications Analyst logs each call and strives to resolve the issues while the end user remains on the phone. If the call cannot be resolved within 15 minutes, the Associate Applications Analyst is responsible for escalating the call to the attention of an Engineer (Level 2).
  • The Associate Applications Analyst should always Listen, Understand, Communicate, and then deliver support to the end user.
  • Continuously informs the end user on the progress of the resolution, keeping ownership throughout the ticket resolution and always following up with the end user prior to closing the support ticket to ensure customer satisfaction.
  • When instructed by IT or the Help Desk Manager, the Associate Applications Analyst keeps end users informed of any major problems or scheduled down times as they call in for support.
  • Test new or enhanced applications including systems enhancements and provides feedback to the Help Desk Manager as well as the Client Site Manager of User Support.
  • Provides end users with detailed remote access knowledge, and documents complete trouble shooting information.

QUALIFICATIONS (Education, Experience, and Certifications)

Typically Required:

  • High School Diploma
  • Secondary School Degree Preferred
  • Technical Training & Certifications a plus (i.e.: A+, NETWORK +, MCP, MCSE, MOUS)
  • IT Help Desk support experience (application & hardware support)

RICOH EMPOWERS WORKPLACES using innovative technologies & services enabling individuals to work smarter. Our people deliver on the promise of Service Excellence.

Ricoh works to motivate employees with competitive pay and benefits that are affordable. We offer proven career paths - locally, regionally, and nationally.

Ricoh offers a full portfolio of benefit and employee programs such as:
*Medical Coverage & Vision Coverage
*Dental Coverage
*Time off Benefits including: Vacation, Sick, and Holiday
*Tuition Reimbursement
*Short/Long Term Disability
*Term Life and AD&D Insurance
*EAP and Work Life Benefits ......and many more

Ricoh offers Full Time and Part Time positions with a developmental path and a range of training resources to meet employees' different needs. From on-boarding training to continued development for all of our employees, we provide many resources to set our employees up for continued success.
WE ARE RICOH! Apply today!

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

Req Number



  • Other
Posted: 2018-10-16 Expires: 2018-11-15

Our mission is to imagine change, to create something different, something better — to deliver smarter ways to work. For nearly 80 years we've been transforming the way people work with breakthrough technologies, products and solutions that help businesses grow. And with our drive for innovation, creativity and ingenuity, we'll continue to help you create a blueprint for success.

We inspire our employees to think, create and imagine.

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Help Desk Support Tier 1

Ricoh USA
Arlington, VA

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