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Job Req ID:  4501

Job Title:  1st Level IT Support - Spanish Speaking

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

All Covered, IT Services Division of Konica Minolta currently has an exciting opportunity for an RSC Service Desk Support Technician (Level 1 Support)!

In this position you will be the first point of contact for All Covered's customers. This team is focused on working issues remotely for our national client base each with unique infrastructure environments. The Service Desk Support Technician is responsible for limited servicing of task/tickets initiated by customer requests, including connectivity issues, password resets, email and desktop support.  If the issue is more complex or cannot be resolved quickly, 1st Level Support will transfer the Incident to the 2nd Level Support or expert technical support groups.

 

This is a great opportunity to learn hands on IT support with multiple technologies in a help desk environment. There are career path growth opportunities for promotion!  Join All Covered and you will be on your way to becoming a highly skilled IT Professional!

This position requires bilingual spanish speaking and/or over night shifts.

Essential Job Functions
  • Drive to meet and exceed organizational goals for:
    • Cost per Contact.
    • CSC Utilization.
    • Customer Satisfaction.
    • First Contact Resolution Rate.
    • Employee Satisfaction.
    • Average Speed of Answer.
  • Demonstrate strong customer service skills to provide phone support including:
    • Listening to the customer to gain an accurate understanding of the situation
    • Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue
    • Producing accurate, detailed documentation at the client, problem and incident level
    • Resolving conflict.
  • Create, distribute and schedule tasks based on priority, required skills and time constraints.
  • Focus on customer satisfaction and service delivery quality.
  • Answer inbound calls/request in a timely fashion.
  • Meet or exceed Service Desk Representative position
  • Excel in the areas of:
    • Remote support skills.
    • Client service skills.
    • Professionalism and punctuality.
    • Technical competencies.
Competencies (Knowledge, Skills and Abilities)
  • Excellent verbal and written communication skills.
  • Functional proficiency with the Microsoft Office Suite.
Experience, Educational Reqts and Certifications
  • High School/GED diploma and Information Technology secondary education and/or relevant experience.
  • 1 year helpdesk/service desk, call center or network operations center experience.
  • Within 6 months of hiring, earn an industry recognized certification in relevant desktop operating system(s).
  • Within 6 months of hiring, will complete customers service training as assigned by the Service Desk Manager.

Konica Minolta Offers: 

  • Competitive salary
  • Outstanding benefits package (including medical, dental, vision, life insurance)
  • 401(k) plan with matching company contribution
  • Generous holiday and paid time off schedules
  • Tuition Reimbursement Program
  • Ongoing professional development training

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: Phoenix