Ricoh USA, Inc. · 21 hours ago
Analyst I, Incident Management
United States
Full-time
Remote
Mid Level
$29.47/hr - $32/hr
3+ years expRicoh USA, Inc. is an integrated solutions provider that empowers digital workplaces. The Software Incident Specialist is responsible for post-sales technical support of Ricoh Professional and IT-based solutions, providing advanced technical expertise and incident resolution for customers and partners.
ConsultingDocument PreparationInformation Technology
Responsibilities
Respond to escalated Level 1 incidents (telephone, voicemail, email) in a timely and professional manner
Assume full ownership of escalated incidents, including analysis, troubleshooting, and documentation
Analyze and document customer technical inquiries and issues
Maintain accurate and detailed incident records in SNOW, KCS, Five9, or other incident management systems
Conduct independent testing in controlled lab environments to duplicate and resolve software issues
Utilize lab equipment, virtual environments, and remote tools to troubleshoot and resolve incidents
Coordinate investigation, resolution, and recovery actions for assigned incidents
Propose and perform billable work following the Ricoh service order process
Provide advanced technical support for incidents unresolved at Level 1
Assist with installation of Ricoh and third-party software solutions in customer environments
Develop technical service solutions for complex, escalated incidents
Create, update, and maintain internal and global knowledge base documentation
Review and stay current on technical documentation for supported products
Participate in shadowing and knowledge transfer with senior support resources and internal teams
Interface with customer IT organizations to resolve application, software, hardware, and connectivity issues
Utilize diagnostic tools, service aids, schematics, and product documentation for problem resolution
Maintain assigned company equipment, including laptops and software installations
Perform daily administrative tasks related to Professional and IT Services systems of record
Maintain required technical certifications and complete ongoing training
Partner with Customer Services teams to ensure customer satisfaction
Demonstrate a positive attitude toward new processes and compliance requirements
Limit expression of concerns regarding Ricoh systems or processes to direct management
Perform other duties as assigned
Qualification
Required
Associate Degree
Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent experience
Minimum of 3 years of related technical support or industry experience
Demonstrated track record of success in technical support environments
CompTIA A+
CompTIA Network+
Proficiency in Microsoft Office Suite
Strong systems analysis skills, including problem isolation, diagnosis, and resolution
Ability to analyze complex data from multiple sources and propose effective solutions
Expertise in one or more areas such as workflow, print management, networking, operating systems, cloud solutions, or document management
Excellent verbal and written communication skills, including interaction with stressed or non-technical users
Strong initiative, self-motivation, and ability to learn quickly
Effective project management, organizational, and time management skills
High level of customer service orientation
Advanced interpersonal skills and adaptability in dynamic environments
Preferred
Experience with SNOW, Five9, and Visio strongly preferred
Benefits
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.
Company
Ricoh USA, Inc.
At Ricoh, we bring people, processes, and technology together to make information work for you.
10001+ employees
H1B Sponsorship
Ricoh USA, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (16)
2024 (8)
2023 (7)
2022 (16)
2021 (13)
2020 (4)
Funding
Current Stage
Late StageLeadership Team
Sourabh Jha
Principal Strategist to CEO, Strategic Planning, Analytics and Intelligence
Karen Allman
VP, Technology Portfolio and Partner Management
Recent News
2025-05-06
Company data provided by crunchbase