Systems Specialist I

Konica Minolta Business Solutions, U.S.A., Inc.•Detroit, MI

About The Position

The ideal candidate possesses an enthusiastic, and growth-oriented, personality capable of thriving in a fast-paced dynamic environment. Passionate about technology and providing outstanding experiences for our clients. 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 and application technologies.

Requirements

High school or equivalent, Associate's degree preferred.
2-3 years of relevant technical and customer service experience in systems analysis, implementation, and support for current technologies
One or more of the following (or approved similar) certifications are required: o Microsoft Azure Fundamentals o Google Foundational o Fortinet NSE3 o ComptTIA Certification o Note: Certification list and requirements are subject to change based on technology trends and business needs. All Covered does provide training, reimbursement, and bonus structure for certification achievement.
Performs work and solves problems independently and with limited supervision.
Handles technical issues and problems, escalates appropriately to solve difficult challenges.
Candidate possesses and demonstrates working knowledge of some of the following technologies: o Current Windows Desktop and server Operating Systems o Windows Active Directory/Azure (User Management/Administration/Group Policy) o Common desktop applications including Microsoft Office Suite o Current Exchange Server/M365/Mail services o Supporting firewalls, switches, and security functionality. o Common TCP/IP services including HTTP, FTP, DNS, and DHCP o Current Cloud services and technologies including Virtualization, RDP, etc

Responsibilities

Provides onsite and/or remote end user support
Acts as a primary point of escalation from Tier 2 service desk agents
Communicates effectively with clients and internal team members
Uses tools available to research solutions and provide assistance to clients
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
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
Microsoft 365 administration
Knowledge of Windows Active Directory (User Management/Administration/Group Policy)
Advanced knowledge of common desktop applications including Microsoft Office Suite
Knowledge of 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.