Konica Minolta Business Solutions RSC LVL 1 Engineer in Greenwood Village, Colorado

All Covered, IT Services Division of Konica Minolta Business Solutions(KMBS), is the leading national IT services company serving SMB toenterprise markets. Offering a wide variety of career opportunities, AllCovered is an excellent choice for motivated IT professionals interested in astimulating and progressive work environment.With over 1,000 employees across the U.S. and Canada, All Covered has ahighly skilled team of professionals focusing on superior quality servicedelivery to our customers. We offer hands-on technical training on the mostrelevant technologies in the industry and career path advancement in alllevels of the company.Please join us in our exciting growth and pursue a rewarding career with AllCovered!Position ObjectiveKonica Minolta currently has an exciting opportunity for an RSC Level 1Engineer!The Remote Support Center Level 1 Engineer (L1) position is our firstlevel of support working directly with end users to resolve technology issuesremotely for our nationwide client base. Members of the Remote Support Center(RSC) will be exposed to multiple desktop, network and servertechnologies in our diverse customer infrastructure environments. The L1position responds to, resolves, and escalates incoming technical clientissues and requests submitted by phone, e-mail, or our client portal witha focus on superior customer service.Essential Job Functions - Provide expert remote desktop support and basic server administrationwith a focus on: - Client satisfaction - Service delivery quality - Technical excellence - Drive to meet and exceed organizational goals for: - Cost per Contact - Utilization - Customer Satisfaction - First Contact Resolution Rate - Employee Satisfaction - Average Speed to Answer - Demonstrate strong customer service skills to provide phone supportincluding: - Listening to the customer to gain an accurate understanding of thesituation - Being empathetic to the customer's situation and having a sense ofurgency to resolve the issue - Producing accurate and detailed documentation at the client andincident level - Resolving conflict - Provide expert remote support for desktops, printers, mobiledevices, and basic server administration. - Follow task creation, work, closure, and escalation procedures - Support team members with resolving client issues - Meet or exceed position Key Performance Indicators (KPIs) Excel inthe areas of: - Remote troubleshooting skills - Client service skills - Professionalism - Punctuality - Technical competencies defined for the position - Note: This job description is not intended to be all-inclusive. - Employee may perform other related duties as requested to meet theongoing needs of the organization.Competencies (Knowledge, Skills and Abilities) - Familiarity with the use of and troubleshooting current version of theMac OS (Desktop) is a plus - Working knowledge of mobile devices, laptops and desktops - Working knowledge of common desktop applications including the mostcurrent version of Microsoft Office - Working knowledge of current tape and common business-class onlinebackup solutions - Working knowledge of client/server printing - Strong interpersonal and oral communication skills, attention todetails - Adept at reading, writing, and interpreting technicaldocumentation and procedure manuals - Ability to present ideas and solutions in user-friendly language - Highly self-motivated and directed - Proven analytical and problem-solving abilities - Strong customer service orientation - Experience working in a team-oriented, collaborative environment - Ability to type between 30 to 45 words per minuteExperience, Educational Reqts and Certifications - Call Center experience preferred - High School Diploma or equivalent - 1 to 2 years of experience with troublesho