Printer Application Specialist Opening! 4 Month Contract to Hire- Reston, VA!

My Direct client has an immediate need for an Application Specialist

Open Position: Application Specialist
Location: Reston, VA
Duration: 4 Month Contract to hire
Salary: OPEN
Start Date: ASAP

Interview Process – 2 Phone Interviews

JOB DESCRIPTION

JOB TITLE: Application Support Specialist

POSITION PROFILE

– Application Support
– Printer Support
– Ticketing System Experience (Remedy a plus)

Responsible for the daily operation and support of one or more Ricoh installed applications within a customer’s location. Functions as the point of contact for end user support as well as the primary administrator for application integrity and maintenance. Manages reporting and achieving application effectiveness and contracted Service Level Agreements. Coordinates support activities according to customer’s and Ricoh’s IT Statement of Work. Communicates effectively with customer’s IT administration and end users in planning and issue resolution. Creates and maintains updated process documentation and operating procedures documentation. Escalates any unresolved issues and assures resolution and follows up for completion.

JOB DUTIES AND RESPONSIBILITIES

· Support of end users including training, system authentication, and access rights per customer policy
· Daily support of installed applications including manufacturer recommended updates and maintenance
· Maintains accurate log for all customer support requests and application administration activities
· Interacts with Ricoh sales and operations teams to maintain and enhance customer relationship
· Develops and maintains reports as requested by Ricoh and Statement of Work
· Maintains up to date issue resolution activities via the customer’s service request system
· Maintains up to date site procedures guide pertaining to applications supported
· Responsible for adhering to all manufacturer recommended training and certification requirements
· Responds to incoming support calls (i.e. telephone, voicemail, mail, SR ticket) in a timely, professional manner
· Evaluates the caller’s issue and then gives assistance utilizing the appropriate support information and documentation
· Assumes full ownership of support requests. Escalates and follows up as needed to ensure resolution
· Interacts with escalation support team for problem resolution
· Participates in monthly, quarterly, and annual customer reviews

QUALIFICATIONS (Education, Experience, and Certifications)

· Technical degree (computer science, information systems, engineering) or equivalent experience in a related field required
· Minimum of 1-3 years of related work experience including a demonstrated track record of success
· Proficiency in MS Office Suite required
· MCSE or MCITP certification preferred

ITIL Certification preferred

JOB TITLE: Senior Application Specialist
POSITION PROFILE
Responsible for the daily operation and support of one or multiple Ricoh installed applications within a
customer’s location. The Senior Application Specialist will be able to manage Ricoh’s applications within a
customer’s IT environment and integrate Ricoh’s applications to meet the operating goals. Functions as the
primary point of contact for end user support as well as the primary administrator for application integrity and
maintenance. The Senior Application Specialist will work with a Ricoh team communicating strategies and
results to customer executives and senior managers. This individual provides expertise for the execution of
Ricoh solutions to meet customer requirements and service level agreements. The Senior Application
Specialist will be able to master a broad range of solutions and enablers and is considered a subject matter
expert in one or more Professional or IT Services disciplines.

JOB DUTIES AND RESPONSIBILITIES
· Support of end users including training, system authentication, and access rights per customer policy
· Daily support of installed applications and servers including manufacturer recommended updates and
maintenance
· Maintains accurate log for all customer support requests and application administration activities
· Interacts with Ricoh sales and operations teams to maintain and enhance customer relationship
· Develops and maintains reports as required by Ricoh and Statement of Work
· Collaborates with other Ricoh business entities to develop and expand customer relationship
· Provides recommendations for process and system improvements through documentation and
presentation activities
· Manages reporting and achieving application effectiveness and contracted Service Level Agreements
· Coordinates support activities according to customer’s and Ricoh’s IT Statement of Work
· Communicates effectively with customer administration and end users in planning and issue resolution
· Serves as the liaison between third party vendors and the customer
· Troubleshoot and document unresolved issues for escalation and resolution
· Maintains up to date issue resolution activities via the customer’s service request system
· Maintains up to date site procedures guide pertaining to applications supported
· Manages test environment as needed
· Responsible for adhering to all manufacturer recommended training and certification requirements
· Responds to incoming support calls (i.e. telephone, voicemail, mail, SR ticket) in a timely, professional
manner
· Escalates any unresolved issues and assures resolution and follows up for completion
· Works with third party vendors to achieve Ricoh’s operating goals
· Evaluates the caller’s issue and then gives assistance utilizing the appropriate support information and
Documentation
Able to work in a matrix reporting structure environment
· Assumes full ownership of support requests.
· Assumes full ownership of escalations from junior level Application Specialists and follows up as
needed to ensure resolution participates in monthly, quarterly, and annual customer reviews
· Performs other duties as assigned

QUALIFICATIONS (Education, Experience, and Certifications)
· Technical degree (computer science, information systems, engineering) or equivalent experience in a
related field required;
· Minimum of 3-5 years of related work experience including a demonstrated track record of
success
· Proficiency in MS Office Suite required
· MCSE or MCITP certification required
· ITIL Certification preferred

Loreen Dinkelacker
Technical Recruiter, Mondo
(215) 383-0000
Philadelphia, PA 19103
www.mondo.com

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