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Ricoh USA, Inc. · 13 hours ago

Analyst I, Incident Management

USA

Full-time

Onsite

Mid Level

3+ years exp

Ricoh is a leading provider of professional and IT-based solutions, and they are seeking a Software Incident Specialist to provide post-sales technical support. The role involves troubleshooting incidents, maintaining documentation, and ensuring customer satisfaction through effective incident resolution.

ConsultingDocument PreparationInformation Technology

H1B Sponsor Likely

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

CompTIA A+CompTIA Network+Technical SupportMicrosoft Office SuiteSNOWFive9WorkflowCloud solutionsPrint managementCustomer service orientationInitiativeCommunicationProject management

Required

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

Additional certifications may be required based on product or technology, including: CNA, CNE, MCP, MCSE, CDIA+, or equivalent

Company

Ricoh USA, Inc.

Glassdoor3.6

At Ricoh, we bring people, processes, and technology together to make information work for you.

Founded in 1962

Malvern, Pennsylvania, USA

10001+ employees

https://www.ricoh-usa.com

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)

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2025 (16)

2024 (8)

2023 (7)

2022 (16)

2021 (13)

2020 (4)