**Field Representative II, Cross Functional Service** **Position Profile** + Provides direct, hands-on support within a legal office environment. Performs various office support tasks which may include: + IT-related setups (audio-visual & first-level technical support) + Remote hands support for 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 services + Records support + Direct floor support, hospitality assistance, and conference room setup/scheduling + Receptionist backup and light facilities support + This role requires strong presentation skills, interpersonal etiquette, and customer service abilities to interact with senior-level attorneys, partners, clients, opposing counsel, vendors, and staff. **Job Duties and Responsibilities** **Project and Deskside Support Activities** + Collaborate with key stakeholders to schedule deskside and project-related activities. + Test new/enhanced applications or hardware and provide feedback to the Help Desk Manager and Client IT Department. + Respond to support requests with a focus on customer service, regardless of technical, user error, or training-related issues. + Document relevant information in the Help Desk Database and assist in creating SOPs for troubleshooting. **Office Support Operations** + Perform production tasks: copy, scan, and print. + Follow quality control guidelines for completed tasks. + Operate high-volume duplicating equipment and finishing tools. + Support mail center operations: shipping/receiving packages and sorting/distributing USPS mail. + Assist with copier maintenance/repair of customer site equipment. + Provide hospitality, housekeeping, reception, call center, A/V setup, and other support services. + Aid Records Department with tasks such as filing, scanning, renaming, and organizing files. **Support and Communication** + Respond to and resolve support requests promptly and professionally. + Escalate issues to higher-tier support if necessary. + Keep end-users informed about the progress of their requests. + Communicate major problems or scheduled downtimes to end-users as instructed. + Act as a liaison between IT management, the help desk, and the general user population. **IT and Technical Support** + Provide feedback and assist the Client IT Department with basic network issues, studies, and analysis. + Offer remote access guidance and end-user support. + Manage and maintain an accurate inventory of spares and consumables. + Collaborate with the Ricoh Site Manager for escalated service/project delivery targets. **Miscellaneous** + Ensure incidents, service requests, and site maintenance work are effectively supported. + Undertake other duties as outlined in site procedure documents or requested by the Ricoh Site Manager. + Perform other duties as assigned. **Qualifications (Education, Experience, and Certifications)** **Required:** + High School Diploma. + Secondary School Degree (preferred). + Legal environment experience (preferred). + IT Help Desk support experience (application & hardware support preferred). **Experience Includes:** + PCs, laptops, tablets, smartphones (Apple, Android, Windows). + Windows 10 and Microsoft 365. + On-site second-line support and technician experience. + End-user training/documentation. + Providing software support and installation services for standard applications. + Client-facing roles with executive-level support. + Network support services in Local/Wide-Area network environments. **Knowledge, Skills, and Abilities** + Understanding of incident management in end-user IT support. + Knowledge of SLAs within end-user services. + Expertise in Windows 10 and Microsoft Office 365. + Familiarity with Windows Deployment Service, scripting tools, and network switches/wireless networks. **Working Conditions, Mental and Physical Demands** + Office environment with adequate lighting and ventilation, normal temperature, and noise levels. + Diversified work assignments, requiring interpretation of complex material. + Minimal physical effort: mostly sedentary work with occasional walking, standing, bending, and lifting items weighing less than 10 lbs. + Moderate dexterity: regular use of calculators, keyboards, and hand tools. 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. Come Create at Ricoh: If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence. Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow. Invest in Yourself: At Ricoh, you can: + Choose from a broad selection of medical, dental, life, and disability insurance options. + Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments. + Augment your education with team member tuition assistance programs. + Enjoy paid vacation time and paid holidays annually + Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.