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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.
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.
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
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
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
Konica Minolta Offers:
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.
