Help Desk Level 1 Engineer

Help Desk Level 1 Engineer
MA - Concord

Job Description

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!

The Remote Support Center Level 1 Engineer (L1) position is our first level of support working directly with end users to resolve technology issues remotely for our nationwide client base. Members of the Remote Support Center (RSC) will be exposed to multiple desktop, network and server technologies in our diverse customer infrastructure environments. The L1 position responds to, resolves, and escalates incoming technical client issues and requests submitted by phone, e-mail, or our client portal with a focus on superior customer service.

Duties and Essential Role Functions:

  • Provide expert remote desktop support and basic server administration with 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 support including:
    - Listening to the customer to gain an accurate understanding of the situation
    - Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue
    - Producing accurate and detailed documentation at the client and incident level
    - Resolving conflict
  • Provide expert remote support for desktops, printers, mobile devices, 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 in the 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 the ongoing needs of the organization.

    Job Requirements


  • Call Center experience preferred
  • High School Diploma or equivalent
  • 1 to 2 years of experience with troubleshooting and providing remote support
  • BA, BS or similar degree in Computers/Electronics or relevant experience
  • At least one of the following industry certifications is preferred:
    - Microsoft Technology Associate (MTA)
    - CompTIA A+
    - MCTS/MCP Windows 7 or above
  • 1+ years of experience troubleshooting the current versions of the Windows Desktop Operating Systems
  • 1+ years of experience with basic administration of the following:
    - The most current versions of the Windows Server family operating system
    - The most current versions of Microsoft Active Directory
    - The most current versions of Microsoft Exchange Server
  • Familiarity with the use of and troubleshooting current version of the Mac OS (Desktop) is a plus
  • Working knowledge of mobile devices, laptops and desktops
  • Working knowledge of common desktop applications including the most current version of Microsoft Office
  • Working knowledge of current tape and common business-class online backup solutions
  • Working knowledge of client/server printing
  • Strong interpersonal and oral communication skills, attention to details
  • Adept at reading, writing, and interpreting technical documentation 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 minute

    Training is an essential part of continued growth at All Covered. As such, travel will be required for a week of off-site New Hire Training. This training is generally conducted within the 1st three (3) months of employment with the company. Additional skills training will also be available and further travel within the U.S. may be required for this position.

    Internal/External Contacts:
    Staff members will be expected to interact daily with business leaders, department leaders, team members, and a variety of clients. Reports to and interacts with local Manager.

    Working Conditions:
    Staff members are expected to spend consecutive hours in front of a computer monitor using a keyboard and mouse. The work schedule is either 8 hours per day 5 days per week (5/8's) or 10 hours per day 4 days per week (4/10's) starting at various times with periodic opportunities for overtime. The center operates on a 24/7 schedule.

    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.

    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.

    All Covered is a Gold Certified Microsoft Partner.

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