Job Req ID: 11968
Job Title: IT Service Desk Expert (Remote)
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!
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.
Essential Job Functions
Acts as a primary point of escalation from Tier 2 engineers; occasionally at the point of ingress for client support
Provides mentorship, training, and information leadership/coaching to other engineers
Possesses comprehensive knowledge of subject matter and is considered a subject matter expert. Provides leadership, coaching, and/or mentoring to a subordinate group. May act as a team lead and a point of escalation for more complex client issues.
Provides expert level 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 to exceed expectations of service
Knowledge of systems and applications used to support a call center environment. Serves as curator for public and internal knowledge in areas of expertise.
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)
Possesses advanced/expert knowledge of the following technologies:
Current desktops, laptops, servers, and networking
Current Windows Desktop Operating Systems
Current Windows Server Operating Systems and services
Windows Active Directory (User Management/Administration/Group Policy)
Current Exchange Server/O365
Current firewalls and security
Common desktop applications including Microsoft Office Suite
Common TCP/IP services including HTTP, FTP, DNS, and DHCP
Ability to problem solve independently, initiates knowledge publication, and serves as a knowledge approver in their area of expertise.
Experience, Educational Reqts and Certifications
High school diploma or equivalent required; bachelor's degree preferred
At least 5 years of experience providing IT support and administration of complex technologies including server/storage, AD (Active Directory), networking, security, messaging, virtualization and telecom
Service Desk Expert agent holds at least 5 of the following industry certifications (demonstrated relevant experience may also be considered):
MTA: Microsoft Networking Fundamentals, Mobility and Device Fundamentals, etc.
CompTIA A+, N+, Security+, Server+, 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
Azure AD Admin
Cisco Certified Network Administrator (CCNA)
Apple Certified Technical Coordinator (ACTC)
ITIL (Information Technology Infrastructure Library) Foundations v3+ preferred
Other advanced certifications may be substituted in lieu of the above requirement
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.