Konica Minolta Business Solutions
Service Desk Specialist I (Tier 2)
Konica Minolta Business Solutions, Phoenix, Arizona, United States, 85003
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.***Please note the working hours required will be 7am-3:30pm CT***Responsibilities:The Service Desk Specialist agent applies customer service and intermediate level technical knowledge to assist clients with computer and system issues.Listens and seeks to fully understand client requests to exceed expectations of serviceConducts research, system administration and troubleshooting to understand our clients infrastructure needsUtilizes company provided training, tools, mentors, and ongoing learning to resolve issues and expand skillsEnsures response times are quick and effective to appropriately resolve requestsTracks and documents in our ticketing system and builds a knowledge base of client environmentsCommunicates progress updates to clients and internal team members that have been or may be affected by the issueCoordinates referrals to technical, professional, or service personnel depending on the repair, training, service, or software issueFollows up with clients when the issue has been resolved and documents the success in our ticketing systemCompletes projects and tasks as assigned by managementActively participates in learning and is a self-advocate for promotion opportunitiesQualifications:High school diploma or equivalent required; bachelor's degree preferred3+ years of IT support experience; 3+ years customer service with demonstrated IT knowledge may be substitutedAt least one of the following industry certifications are preferred (demonstrated relevant experience may also be considered):ITIL Foundations v3+ preferredCall center and/or internal helpdesk experience preferredMTA: Microsoft Networking Fundamentals, Mobility and Device Fundamentals, etc.CompTIA A+, N+, etc.MCTS: Windows Server 2016/2019/20221 Core Exam towards MCSA Server 2016/2019/2022MCTS: Exchange 2016/2019/O3651 core exam towards MCSE: Messaging (Exchange 2016/2019/O365)MCITP: Office 365 AdministratorCisco Certified Network Administrator (CCNA)Apple Certified Technical Coordinator (ACTC)Other advanced certifications may be substituted in lieu of the aboveDemonstrates strong problem solving instinctsHighly detail orientedWorks well under direct supervisionStrong verbal and written communication and listening skillsKnowledge of systems and applications used to support a call center environmentBasic to intermediate knowledge of general computing in a company infrastructureCurrent desktops, laptops, servers, and networkingCurrent Windows Desktop Operating SystemsWindows Active Directory (User Management/Administration/Group Policy)Common desktop applications including Microsoft Office SuiteCommon TCP/IP services including HTTP, FTP, DNS, and DHCPHandles basic issues and problems, then refers more complex issues to higher-level staffAbout Us:Konica Minoltas 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 CRNs 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 Americas Best-in-State employers list. The company received Keypoint Intelligences 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.
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.***Please note the working hours required will be 7am-3:30pm CT***Responsibilities:The Service Desk Specialist agent applies customer service and intermediate level technical knowledge to assist clients with computer and system issues.Listens and seeks to fully understand client requests to exceed expectations of serviceConducts research, system administration and troubleshooting to understand our clients infrastructure needsUtilizes company provided training, tools, mentors, and ongoing learning to resolve issues and expand skillsEnsures response times are quick and effective to appropriately resolve requestsTracks and documents in our ticketing system and builds a knowledge base of client environmentsCommunicates progress updates to clients and internal team members that have been or may be affected by the issueCoordinates referrals to technical, professional, or service personnel depending on the repair, training, service, or software issueFollows up with clients when the issue has been resolved and documents the success in our ticketing systemCompletes projects and tasks as assigned by managementActively participates in learning and is a self-advocate for promotion opportunitiesQualifications:High school diploma or equivalent required; bachelor's degree preferred3+ years of IT support experience; 3+ years customer service with demonstrated IT knowledge may be substitutedAt least one of the following industry certifications are preferred (demonstrated relevant experience may also be considered):ITIL Foundations v3+ preferredCall center and/or internal helpdesk experience preferredMTA: Microsoft Networking Fundamentals, Mobility and Device Fundamentals, etc.CompTIA A+, N+, etc.MCTS: Windows Server 2016/2019/20221 Core Exam towards MCSA Server 2016/2019/2022MCTS: Exchange 2016/2019/O3651 core exam towards MCSE: Messaging (Exchange 2016/2019/O365)MCITP: Office 365 AdministratorCisco Certified Network Administrator (CCNA)Apple Certified Technical Coordinator (ACTC)Other advanced certifications may be substituted in lieu of the aboveDemonstrates strong problem solving instinctsHighly detail orientedWorks well under direct supervisionStrong verbal and written communication and listening skillsKnowledge of systems and applications used to support a call center environmentBasic to intermediate knowledge of general computing in a company infrastructureCurrent desktops, laptops, servers, and networkingCurrent Windows Desktop Operating SystemsWindows Active Directory (User Management/Administration/Group Policy)Common desktop applications including Microsoft Office SuiteCommon TCP/IP services including HTTP, FTP, DNS, and DHCPHandles basic issues and problems, then refers more complex issues to higher-level staffAbout Us:Konica Minoltas 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 CRNs 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 Americas Best-in-State employers list. The company received Keypoint Intelligences 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.