Service Desk Support I (Tier 1)

Overview:
All Covered / Konica Minolta has multiple opportunities for growth minded IT professionals.  The ideal candidate possesses an enthusiastic personality capable of thriving in a fast-paced dynamic environment, is passionate about providing an outstanding support experience for our clients, and enjoys continuously learning and growing in their career.  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, server, solutions, and application technologies.

Responsibilities:
• The Service Desk Support I agent applies customer service and technical knowledge to assist clients with computer and system issues.

• Listens and seeks to fully understand client requests to exceed expectations of service

• Conducts research, system administration and troubleshooting to understand our clients’ infrastructure needs

• Utilizes company provided training, tools, mentors, and ongoing learning to resolve issues and expand skills

• Ensures response times are quick and effective to appropriately resolve requests 

• Tracks and documents in our ticketing system and builds a knowledge base of client environments

• Communicates progress updates to clients and internal team members that have been or may be affected by the  issue

• Coordinates referrals to technical, professional, or service personnel depending on the repair, training, service, or software issue

• Follows up with clients when the issue has been resolved and documents the success in our ticketing system

• Completes projects and tasks as assigned by management

• Actively participates in learning and is a self-advocate for promotion opportunities

Qualifications:
• High school diploma or equivalent required; bachelor's degree preferred

• 1-2 years of IT support experience; 2+ years customer service with demonstrated IT knowledge may be substituted

 

At least one of the following industry certifications are preferred (demonstrated relevant experience may also be considered):

 ITIL Foundations v3+ preferred

 Call center and/or internal helpdesk experience preferred

 MTA: Microsoft Networking Fundamentals, Mobility and Device Fundamentals, etc.

 CompTIA A+, N+, etc.

 MCTS: Windows Server 2012 R2/2016/2019

 1 Core Exam towards MCSA Server 2012 R2/2016/2019

 MCTS: Exchange 2013/2016/2019

 1 core exam towards MCSE: Messaging (Exchange 2013/2016/2019)

 MCITP: Office 365 Administrator

 Cisco Certified Network Administrator (CCNA)

 Apple Certified Technical Coordinator (ACTC)

 Other advanced certifications may be substituted in lieu of the above 

• Demonstrates strong problem solving instincts

• Highly detail oriented

• Works well under direct supervision

• Strong verbal and written communication and listening skills

• Knowledge of systems and applications used to support a call center environment

• Basic to intermediate knowledge of general computing in a company infrastructure

• Current desktops, laptops, servers, and networking

• Current Windows Desktop Operating Systems

• Windows Active Directory (User Management/Administration/Group Policy)

• Common desktop applications including Microsoft Office Suite

• Common TCP/IP services including HTTP, FTP, DNS, and DHCP

• Handles basic issues and problems, then refers more complex issues to higher-level staff

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 . The company guides and supports its clients’ digital transformation through its expansive office technology portfolio, including IT Services (), 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 . 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 . 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 . 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 and follow Konica Minolta on , , and .

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.