Service Desk Support I

2 days ago

Mississauga, Canada IT Weapons Full time

Join Konica Minolta and help drive innovation as we transform the Workplace of the Future.
**Position Objective**
**Essential Job Functions**
- 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

**Competencies (Knowledge, Skills and Abilities)**
- Demonstrates strong problem solving instincts
- Highly detail oriented
- Works well under direct supervision
- Strong verbal and written communication and listening skills
- 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 TCP/IP services including HTTP, FTP, DNS, and DHCP
- Handles basic issues and problems, then refers more complex issues to higher-level staff

**Experience, Educational and Certifications**
- 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**:
Outstanding benefits package (including medical, dental, vision, life insurance)
Tuition reimbursement program
Generous holiday and paid time off schedules
Ongoing professional development training
Visible, exciting work supporting sales of cutting edge technology and workflow solutions.

From smart office technology and information management to cloud, mobility and IT services, we have a rich history of creating the products and services necessary to drive innovation and make work possible from anywhere at any time. Our award-winning products and solutions help companies around the world move information faster, improve quality and productivity, enhance security and facilitate the sharing of information. We are proud that our portfolio leads the industry while exceeding environmental standards. At Konica Minolta, you'll work for an amazing technology company with growth opportunities, great benefits and talented, passionate co-workers.
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.

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