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Job Req ID:  11362

Job Title:  GCS RSC Service Desk Support I

All Covered, IT Services Division of Konica Minolta Business Solutions (KMBS), is the leading national IT services company serving SMB to enterprise markets. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment.

With over 1,000 employees across the U.S. and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.

Please join us in our exciting growth and pursue a rewarding career with All Covered!

Position Objective

Ideal candidate should possess an upbeat and enthusiastic personality capable of thriving in a fast-paced dynamic environment. Passionate about providing an outstanding support experience for our clients. We seek team members who are focused on providing excellent customer service, demonstrate attention to detail and are able to resolving issues related to desktop, server, solutions and application technologies.Job Summary: Applies technical knowledge to assist clients with computer problems. Coordinates investigations to resolve information system issues. Conducts research to understand, explain and resolve technology issues. Communicates updates to clients that have been or may be affected by a problem. Follows up with clients after problems have been resolved. Utilizes help desk tracking software to present recommendations and improvements for client systems. Initiates onboarding procedures for new clients into the system. Ensures response times are quick and effective to appropriately resolve requests. Coordinates referrals to technical, professional or service personnel depending on the repair, training, service or software issue.

*This position will focus on specific customers that have spanish speaking end-users.  Must be bi-lingual in Spanish.

Essential Job Functions

•    Must be Bilingual in Spanish 

•    Possesses beginning to working knowledge of subject matter.

•    Provides remote support to our valued clients

•    Performs systems administration related to client systems and infrastructure

•    Follows internal process for handling requests, updating clients and other administrative tasks

•    Communicates effectively with clients and internal team members

•    Uses tools available to research solutions and provide assistance to clients

•    Follows up on commitments made in a timely manner

•    Demonstrates strong problem solving instincts

•    Listens and seeks to fully understand client requests in order 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

Competencies (Knowledge, Skills and Abilities)

•    At least one of the following industry certifications is required:

     o    MCTS:  Windows Server 2012 R2/2016/2019

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

     o    MCTS: Exchange 2013/2016/2019

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

     o    CompTIA Server+

     o    MCITP: Office 365 Administrator

     o    Cisco Certified Network Administrator (CCNA)

     o    Apple Certified Technical Coordinator (ACTC)

     o    Advanced certifications may be substituted in lieu of the above requirement based on staffing needs.

•    Thorough working knowledge of the following technologies:

     o    Current desktops, laptops, servers and networking

     o    Current Windows Desktop Operating Systems

     o    Current Windows Server Operating Systems and services

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

     o    Current Exchange Server/O365

     o    Current firewalls and security

     o    Common desktop applications including Microsoft Office Suite

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

•    Ability to problem solve with  assistance

Experience, Educational Reqts and Certifications

•    Typically requires a High school or equivalent, bachelor's degree and 0 to 1 years of experience.

•    Performs work under direct supervision.

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

•    Some customer service and related technologies preferred

•    ITIL Foundations v3+ preferred

•    Call center and/or internal helpdesk experience preferred

Konica Minolta Offers: 

  • Outstanding benefits package (including medical, dental, vision, life insurance)
  • 401(k) plan with matching company contribution
  • Generous holiday and paid time off schedules
  • Ongoing professional development training
  • Visible, exciting work supporting sales of cutting edge technology and workflow solutions.

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.

Nearest Major Market: Denver