Technical Support Specialist

2 weeks ago

Cleveland, Ohio, United States Atriyo LLC Full time

Position Title:
Technical Support Specialist

Key Responsibilities:
o Manage technology-related challenges escalated by the on-site business unit. Issues are documented in a ticketing system for resolution by the team.

o Assist in troubleshooting user account access for current team members.


o Address specific application system challenges and collaborate with level 2 technical support teams to resolve issues that cannot be independently addressed.


o Familiarity with AWS workspaces or virtual machines is advantageous.


o Possess the technical skills to conduct performance evaluations on application latency and slow-down issues to assist level 2 testing and support inquiries.


o Demonstrate the ability to learn and provide support for user applications.

Proficiency in programming languages (Python, C++, Java) or scripting (JavaScript) is preferred.

o Offer technical support to the user community for workstations, desktop applications, and scanning devices.

Qualifications:
Manager will evaluate resumes seeking technical specialist capabilities beyond basic office software skills. Experience in Technical Service Desk roles or formal degrees in Management Information Systems are preferred.

Work Environment:
Dress code is relaxed business casual.

Educational Requirements:
4-year college degree or equivalent experience in a relevant field.

Certifications:
  • CompTIA CTT+ Certification within 12 months of hire.
  • CompTIA Virtual CTT+ Certification within 18 months of hire.
  • Requires advanced computer and connectivity competencies.
  • Requires a valid state driver's license and minimum level of auto insurance coverage for positions involving extensive use of personal vehicles for business purposes.
  • Ability to perform job duties and prioritize tasks without direct supervision.
  • Understanding and operation of office imaging products, computer equipment, data communications, and related area networks is essential.
  • Proficient use of Microsoft Office applications is required.

Job Type: Temporary to Engage

Additional Responsibilities:
Drive document volume by conducting customer training on the basic and advanced features of targeted connected products and applications. This includes color and high-volume units as part of standard installation fees and maintenance contracts.


Develop and deliver customized training based on customer needs, such as tailored training plans, feature application training, and software training. Follow up with customers to gather feedback on training provided, ensuring complete satisfaction.

Assist customers who are printing at less than 30% of their total document volume to optimize their use of company products and applications.


Conduct training sessions on Ricoh devices and designated solutions as specified in company policy and guidelines.

Identify and target customers with under-utilized Ricoh equipment/systems and work closely with sales partners to maximize equipment leads and upgrade opportunities.

Complete all required administrative tasks accurately and in a timely manner.

Seek ways to enhance Ricoh equipment/systems performance to improve customer satisfaction.

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