Overview
The ideal candidate possesses an enthusiastic, and growth-oriented, personality capable of thriving in a fast-paced dynamic environment. Passionate about technology and providing outstanding experiences for our clients. We seek team members who are focused on providing excellent customer service, a hunger to get their hands on multiple Infrastructure technology environments and can resolve issues related to desktop and application technologies.
Responsibilities
• Provides onsite and remote end user support
• Acts as a primary point of escalation from Tier 2 service desk agents
• Provides mentorship, training, and information leadership/coaching to System Specialists I
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• Communicates effectively with clients and internal team members
• Uses tools available to research solutions and provide assistance to clients
• Demonstrates strong problem solving instincts
• Listens and seeks to fully understand client requests to exceed expectations of service
• Knowledge of systems and applications used to support a call center environment
• Understands Information Technologies and is passionate to expand knowledge
• Actively participates in learning opportunities and completes assigned curriculum in a timely manner: applies knowledge to continuously improve the customer experience
• Completes projects and tasks as assigned by management
• Knowledge of Windows Active Directory (User Management/Administration/Group Policy)
• Advanced knowledge of Common desktop applications including Microsoft Office Suite
• Advanced knowledge of common TCP/IP services including HTTP, FTP, DNS, and DHCP
• Ability to problem solve independently, initiates knowledge publication
Qualifications
• High school or equivalent, bachelor's degree preferred.
• 5+ years of relevant technical and customer service experience in systems analysis, implementation, and support for current technologies.
• One or more of the following (or approved similar) certifications are required:
o Microsoft Azure Fundamentals
o Google Foundational
o VMware VCTA
o Cisco CCST
o M365 Certifications
o Fortinet NSE4
o ComptTIA Network+
o ComptTIA A+
o Apple Certified Support Professional
o Note: Certification list and requirements are subject to change based on technology trends and business needs. All Covered does provide training, reimbursement, and bonus structure for certification achievement.
• Performs work and solves problems independently and with limited supervision.
• Handles technical issues and problems, escalates appropriately to solve difficult challenges.
• Candidate possesses and demonstrates working knowledge of the following technologies:
o Current Windows Desktop and server Operating Systems
o Windows Active Directory/Azure (User Management/Administration/Group Policy)
o Common desktop applications including Microsoft Office Suite
o Current Exchange Server/M365/Mail services
o Supporting firewalls, switches, and security functionality.
o Common TCP/IP services including HTTP, FTP, DNS, and DHCP
o Current Cloud services and technologies including Virtualization, RDP, etc
• Initiates knowledge publication and serves as a knowledge approver in their area of expertise.
About Us
Konica Minolta's journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions U.S.A., Inc. is reshaping and revolutionizing the workplace to achieve true connectivity through the Intelligent Connected Workplace. The company guides and supports its clients' digital transformation through its expansive office technology portfolio, including IT Services (All Covered), intelligent information management, managed print services and industrial and commercial print solutions. Konica Minolta has been included on CRN's MSP 500 list nine times and The World Technology Awards named the company a finalist in the IT Software category. Konica Minolta has been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and is proud to be ranked on the Forbes 2021 America's Best-in-State employers list. The company received Keypoint Intelligence's BLI 2021 A3 Line of The Year Award and BLI 2021-2023 Most Color Consistent A3 Brand Award for its bizhub i-Series. Konica Minolta, Inc. has been named to the Dow Jones Sustainability World Index for nine consecutive years and has spent six years on the Global 100 Most Sustainable Corporations in the World list. Konica Minolta partners with its clients to give shape to ideas and works to bring value to our society. For more information, please visit us online and follow Konica Minolta on Facebook, YouTube, LinkedIn and Twitter.
EOE Statement
Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.