ECM Help Desk Support Specialist

ECM Help Desk Support Specialist
CA - Anaheim

Job Description

SUMMARY
Provides first-line support for clients within the timelines set forth in the Master Services Agreements -- Assisting with general troubleshooting, bug resolution, upgrade support, maintenance questions & renewals, training registrations, basis functionality training, and providing backup to the System Engineers, as needed. All client interactions will be tracking in the Case / Project Management System.

ESSENTIAL JOB FUNCTIONS (Essential job functions include, but are not limited to the following):

  • Delivers technical support to contracted customers, based on the SLA requirements set forth in the Master Services agreement.
  • Provide proper documentation of all client interactions in the Case / Project Management System.
  • Acquires and maintains current technical knowledge of relevant product/ service offerings as it pertains to document capture, storage, retrieval, electronic workflow, data and systems integration.
  • Updating the knowledgebase from Case Issues and other troubleshooting actions. As specific solutions are found to bugs, deficiencies’, modules, etc., the Knowledgebase will be updated to ensure that these solutions are available for future issues.
  • Directly responsible for all maintenance renewals, and all supporting activities related to the client’s maintenance, including new license file handling, test system licensing, providing new release upgrade files, review maintenance bills, etc.
  • Supports and manages the development of the internal ECM system, including upgrades, issue resolution, new scope, and project management.
  • Maintain the customer-facing Portal, ensuring data is reported accurately to clients.
  • Provide backup to the System Engineer role, supporting implementations as needed.
  • Assist Pre-Sales in the development of customized demos and proof-of-concepts, as required during the sales process and for events.
  • Participates in Sales and Training events, as required.
  • Participates in technical/ end user training classes in support of the installed document management solution.
  • Performs other duties as assigned.

    Job Requirements

    EDUCATION REQUIREMENTS

  • Four year college degree or satisfactory completion of a technical curriculum from an accredited computer school and/ or equivalent work experience

    Experience Requirements
  • Three years or greater experience in an IT related role
  • Microsoft MCSE - Preferred
  • CDIA+ Certification – Required
  • ECMp Certification - Required
  • Hyland OnBase Certification(s) - Desired
  • Minimum 2 years’ experience as a Help Desk Specialist or related role

    Special Skill Requirements
  • Excellent interpersonal and communications skills
  • Excellent communication skills
  • Ability to execute within a team structure
  • Strong technical implementation and troubleshooting skills
  • Ability to collaborate with internal partners and external vendors to solve technical problems
  • Ability to create process documentation – Visio experience preferred
  • Hyland OnBase Installer Certification – Required
  • Hyland OnBase Workflow Certification – Desired
  • Expert knowledge of Microsoft Office Products (Word, Excel, PowerPoint, Project and Outlook)
  • Knowledge of SharePoint - Preferred

    Physical Actions & Environment
  • Job duties require moderate travel to contracted customer locations primarily in Southern California.
  • Required job duties are sedentary and normally performed in a climate controlled office environment
  • Must possess a valid CA drivers license with a good driving record
  • Must possess broadband internet connectivity

    Dress Code
  • Business Casual dress is required, however, business attire may be required for customer account/ management meetings
    Tools and Computers
  • Each employee will be provided with a company issued laptop computer system and mobile phone.

    Konica Minolta offers:
  • Competitive compensation program
  • Outstanding benefits package (including medical, dental, life insurance)
  • 401(k) plan with matching company contribution
  • Excellent holiday/vacation plans.
  • Tuition reimbursement.
  • Employee Referral Bonus Program.
  • Ongoing training opportunities.
  • Visible, exciting work supporting the sales of cutting edge technology and workflow solutions.


  • KMBS 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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