Associate Desktop Systems Specialist

at  RingCentral

Say hello to opportunities.
It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers.
RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.
This is where you and your skills come in. We’re currently looking for: RingCentral is looking for an Associate Desktop Systems Specialist to provide exceptional, high quality, professional IT End User Services (EUS) support within the company. The primary responsibility is to provide implementation, maintenance, and support of IT EUS solutions specializing in taking desktop support to the next level for the company. The Associate Desktop Systems Specialist is expected to provide implement, maintain and support the hardware, software, operating system, and applications residing on the RingCentral IT environment with the sole purpose of ensuring that the IT environment adds value, is cost effective, reliable, updated, and available to RingCentral businesses and employees. Will be required to participate in various IT projects and initiatives. This is an on-site and in person role.

Job Duties:

• Implement IT solutions and processes working with IT Engineers, IT Specialists and relevant vendors and/or internal RingCentral departments to enhance and optimize the support provided to RingCentral personnel.
• Works with Human Resources and internal IT teams to on-board new personnel providing input into continuous improvement in the onboarding process.
• Provide Audio/Video conference support for onsite/offsite presentations, events, and meetings
• Ensure RingCentral personnel’s IT environment and configurations are maintained and updated with regards to technology and in particular security policies and company standards.
• Assists in IT projects and working towards milestones.
• Provide improvement, and maintenance of IT Support services, processes and procedures.
• Provide service and/or technology leadership owning the direction and ensuring the roadmap of IT EUS service/technology.
• Provide support for IT shipping and receiving
• Maintain Assets and Asset Inventory
• Follow standard ITSM/ITIL processes and procedures
• Provide support for day to day troubleshooting of IT EUS related issues as well as move, add, change and delete requests coming through the Helpdesk ticketing system.
• Ensure there is priority and focus on support for the VIP and Executives in the company.
• Actively participate and be available for IT related escalations as required.
• Participate in user/equipment moves, repair/maintenance/support of IT EUS hardware (printers, PC’s, accessories, VOIP phones, mobile phones, A/V, etc.), software (Mac OSX, Windows 10/11, MS Office Suite, Virus and Spyware mitigation, RingCentral Meetings, RingCentral Glip, etc..), and applications (Office 365, Okta, Google Apps/Drive, etc..)
• Ensure standards are in place and updated for PC configuration of hardware, operating system, drivers, accessories, audio/visual equipment, telecom, VOIP, desktop and mobile phones.
• Assist users in the operations of IT EUS hardware, software, applications and services
• Maintain asset information and management of owners end user devices
• Assist in the management of vendors such as Internet Service Providers, cable and satellite TV, networking and audio/visual providers.
• Maintain confidentiality and privacy in all dealings with owners and executives.
• Ensuring timely follow up and status updates until issue is resolved
• Provide communications on all escalated issues to management and other support teams. Document progress of escalated incidents.

Desired Qualifications:
-

Currently enrolled in a degree program in Information Technology, CS, MIS, Business, or related field or equivalent work experience

• Ability to follow technical instructions and track completed tasks as related to assigned projects
• Technical trouble-shooting skills
• Ability to interact effectively with employees at all levels
• Ability to work flexible shifts including nights and weekends
• IT Hardware and software troubleshooting experience preferred
• Experience troubleshooting and supporting a mixed client computing environment of Mac, Windows, iOS, Android (iPad, iOS, iPhones, MacBooks, Microsoft Windows based desktops/laptops, Android devices and related software like Microsoft Office Suite, Internet Explorer, Chrome, etc..)
• Understanding or can quickly ramp up with with troubleshooting and problem solving IT infrastructure services (Active Directory, Networking, Servers) and Applications (Software as a Service vendors like Office 365, Google Apps/Drive, Box, Confluence, etc.) in relations to the impact on IT EUS services.
• Prefer experience supporting audio / video technology and equipment (Projector, Conference room TV, PolyCom, Apple AirServer/AirPlay, Mixer, RingCentral Rooms, etc.)
• Prefer Experience using corporate MDM Mobile Device management systems to support, image, and update client laptop and mobile systems
• Must be able to lift over 50lbs, carry desktops, laptops, printers, misc. computer peripherals
• Must be capable of navigating a push cart or hand truck.
• Ability to work with little or no supervision from direct manager
• Strong sense of urgency with an attitude of never giving up until the issue is closed to the satisfaction of the customer.
• Demonstrated analytics and problem solving skills
• Excellent customer service and communications oriented skills with the ability to handle sensitive and challenging support situations with a calm and methodical approach.
• Self-motivated individual capable of working in a face-paced, dynamic environment
• Detail and results oriented; skilled at both planning and hands-on execution
• Ability to excel in a team-oriented, collaborative, and fast-paced environment
• Strong documentation skills
• Time management skills required
• Excellent written, verbal, and presentation skills

What we offer:
-

Comprehensive medical, dental, vision, disability, life insurance

• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
• 401K match and ESPP
• Paid time off and paid sick leave
• Wellness programs including 1:1 coaching and meditation guidance
• Paid parental and pregnancy leave and new parent gift boxes
• Family-forming benefits (IVF, Preservation, Adoption etc.)
• Emergency backup care (Child/Adult/Pets)
• Pet insurance and Pet Telehealth
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Free legal services that provide legal advice, document creation and estate planning
• Employee bonus referral program
• Student loan refinancing assistance
• Employee perks and discounts program

About RingCentral
RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.
RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following
link
to learn more about how we can assist you.
If you are hired in California the compensation range for this position is $59,850 - $111,150 between for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.

• Implement IT solutions and processes working with IT Engineers, IT Specialists and relevant vendors and/or internal RingCentral departments to enhance and optimize the support provided to RingCentral personnel.
• Works with Human Resources and internal IT teams to on-board new personnel providing input into continuous improvement in the onboarding process.
• Provide Audio/Video conference support for onsite/offsite presentations, events, and meetings
• Ensure RingCentral personnel’s IT environment and configurations are maintained and updated with regards to technology and in particular security policies and company standards.
• Assists in IT projects and working towards milestones.
• Provide improvement, and maintenance of IT Support services, processes and procedures.
• Provide service and/or technology leadership owning the direction and ensuring the roadmap of IT EUS service/technology.
• Provide support for IT shipping and receiving
• Maintain Assets and Asset Inventory
• Follow standard ITSM/ITIL processes and procedures
• Provide support for day to day troubleshooting of IT EUS related issues as well as move, add, change and delete requests coming through the Helpdesk ticketing system.
• Ensure there is priority and focus on support for the VIP and Executives in the company.
• Actively participate and be available for IT related escalations as required.
• Participate in user/equipment moves, repair/maintenance/support of IT EUS hardware (printers, PC’s, accessories, VOIP phones, mobile phones, A/V, etc.), software (Mac OSX, Windows 10/11, MS Office Suite, Virus and Spyware mitigation, RingCentral Meetings, RingCentral Glip, etc..), and applications (Office 365, Okta, Google Apps/Drive, etc..)
• Ensure standards are in place and updated for PC configuration of hardware, operating system, drivers, accessories, audio/visual equipment, telecom, VOIP, desktop and mobile phones.
• Assist users in the operations of IT EUS hardware, software, applications and services
• Maintain asset information and management of owners end user devices
• Assist in the management of vendors such as Internet Service Providers, cable and satellite TV, networking and audio/visual providers.
• Maintain confidentiality and privacy in all dealings with owners and executives.
• Ensuring timely follow up and status updates until issue is resolved
• Provide communications on all escalated issues to management and other support teams. Document progress of escalated incidents