Field Representative II, Cross Functional Service

Overview

Field Representative II, Cross Functional Service – Provides direct hands-on support within a legal office environment setting. Performs various office support tasks including IT-related setups (audio visual & first level technical support), remote IT assistance, audit activities, and liaison between Firm IT and end-users for basic hardware troubleshooting and deskside support, copy, production, scanning, fax, mail and shipping, records support, direct floor support, hospitality assistance, conference room setup 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.

• Testing of new or enhanced applications or hardware including system enhancements and providing feedback to the Help Desk Manager as well as the Client IT Department.
• Respond to end user or management support requests, with a primary focus on customer service and the ability to help, regardless of whether the problem is technical, user error, or training.
• Document all relevant information to the support request ticket in the Help Desk Database and assist with the documentation of SOPs for troubleshooting support requests.
• Anchor for the team to utilize prior to escalating support requests to a higher tier of support.
• Provide operations functions within a Legal office environment, including: copy/scan/print, following posted QC guidelines, operating high volume duplicating equipment and finishing elements, and supporting mail center duties (shipping/receiving packages, process, sort and distribute USPS mail).
• Assist in managing copier maintenance and/or repair of customer site equipment; support hospitality, housekeeping, call center representation, reception, A/V setup, etc.
• May perform various building support functions related to meeting setups and light maintenance.
• Accommodate Records Department with filing, scanning, renaming, delivering files, retrieving files, and organizing record files.
• Respond to and escalate support requests as needed, resolving requests in a timely, accurate, and professional manner.
• Keep end users informed of progress and major problems or scheduled down times as instructed by IT or the Help Desk Manager.
• Test new or enhanced applications under the guidance of Firm IT and provide feedback to the Help Desk Manager and Client IT Department.
• Provide end users with detailed remote access knowledge and support to the Client IT Department on basic network issues, studies, and analysis.
• Monitor and report end-user issues that appear to constitute a trend or common occurrence to IT staff or end users.
• Liaise between IT management, helpdesk, and the general user population.
• Undertake day-to-day operations ensuring that all incidents, service requests and site maintenance work are effectively supported, minimizing impact and disruption to IT services.
• Maintain an accurate spares and consumables inventory to achieve fixes in target times and escalate to the Client IT Department or Ricoh Site Manager as needed.
• Complete other duties applicable to the Cross Functional Hybrid role as documented in site procedures or required by the Ricoh Site Manager.
• Support Client IT Department to ensure consistency of solutions delivered by help desk staff and Firm IT.
• Performs other duties as assigned.

• 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 networks
• 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 Services and scripting tools
• Knowledge of network switches and wireless networks

• 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…