Solutions Management Group
Job Description
To put it simply, we are a customer service company that happens to sell office solutions. In 1995, we started as a Xerox agency called Midwest Document Systems Inc. As we started to expand into other solutions beyond Xerox, we wanted to change our name to reflect all the technology solutions we offered. Just a few years later, Solutions Management Group was born.
Since our beginning, we have been delivering complete office solutions to our clients backed by the highest quality technology vendors in the industry. We partner with companies such as Ricoh, Xerox, Extron, HP, Dell, Lenovo, DocuWare, Print Audit, and Papercut.
While we are a locally owned company headquartered in Davenport, Iowa, we have been recognized as a leader by global organizations. Through organic growth, we now manage print devices in 35 states and offer life cycle management for technology and workflow automation. Our unparalleled office solutions and service are trusted by clients across various industries including healthcare, retail, insurance, financial services, hospitality, government, automotive, manufacturing, agriculture, and education. We help our clients discover the best practices to approach their problems.
We believe that each employee contributes to Solutions Management Group’s growth and success. We hope you will take pride in being a member of our team.
Job Responsibilities The Service Desk Analyst will provide phone, remote & email-based, first-level technical support to staff and faculty for the Iowa Central Community College campus. The Service Desk Analyst requires an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of problems, which may range from straightforward to more complicated technical issues.
Job Functions
Provides excellent customer service to all Iowa Central Community College staff and students
Answers incoming phone calls promptly and pleasantly
Utilize effective troubleshooting skills, tools, and communication with end users to resolve First Call Resolution issues
Responds quickly and professionally to requests through the Customer Support Service Desk
Scheduling Service Request Team through data entry in a team environment
Maintains confidentiality for students, faculty, and staff profiles
Establishes and maintains strong working relationships with colleagues, staff, administrators, and the general public
Displays a positive, friendly, and respectful attitude toward customers and co-workers
Possesses strong organizational skills and high attention to detail
Other duties as assigned by management
Job Qualifications
Employee must be able to execute strong customer service skills; 2 years plus of previous customer service experience in a call center environment
Associate degree or Certificate/Diploma in computer science or a related field
Strong knowledge of Microsoft-based operating systems and software, with an emphasis on Windows 7, Windows 10, and Office 2016
Preferred Education/Experience
Basic Active Directory Administration experience
Experience with ITIL methodology
Experience supporting Higher Education staff and faculty
Experience supporting end users utilizing Macintosh operating systems
Experience supporting end users utilizing educational/presentation technology peripherals
Experience supporting end users utilizing Microsoft SharePoint
Benefits
Health, Dental, and Vision insurance
Paid premiums for Short Term Disability/Long Term Disability Insurance
Paid $10,000 Life Insurance policy
Section 125 Flex Spending Account
401(K) Retirement Plan
Vacation Pay
Paid Time Off
Holiday Pay
Employee Assistance Program
Solutions Management Group is an Equal Opportunity Employer #J-18808-Ljbffr
Since our beginning, we have been delivering complete office solutions to our clients backed by the highest quality technology vendors in the industry. We partner with companies such as Ricoh, Xerox, Extron, HP, Dell, Lenovo, DocuWare, Print Audit, and Papercut.
While we are a locally owned company headquartered in Davenport, Iowa, we have been recognized as a leader by global organizations. Through organic growth, we now manage print devices in 35 states and offer life cycle management for technology and workflow automation. Our unparalleled office solutions and service are trusted by clients across various industries including healthcare, retail, insurance, financial services, hospitality, government, automotive, manufacturing, agriculture, and education. We help our clients discover the best practices to approach their problems.
We believe that each employee contributes to Solutions Management Group’s growth and success. We hope you will take pride in being a member of our team.
Job Responsibilities The Service Desk Analyst will provide phone, remote & email-based, first-level technical support to staff and faculty for the Iowa Central Community College campus. The Service Desk Analyst requires an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of problems, which may range from straightforward to more complicated technical issues.
Job Functions
Provides excellent customer service to all Iowa Central Community College staff and students
Answers incoming phone calls promptly and pleasantly
Utilize effective troubleshooting skills, tools, and communication with end users to resolve First Call Resolution issues
Responds quickly and professionally to requests through the Customer Support Service Desk
Scheduling Service Request Team through data entry in a team environment
Maintains confidentiality for students, faculty, and staff profiles
Establishes and maintains strong working relationships with colleagues, staff, administrators, and the general public
Displays a positive, friendly, and respectful attitude toward customers and co-workers
Possesses strong organizational skills and high attention to detail
Other duties as assigned by management
Job Qualifications
Employee must be able to execute strong customer service skills; 2 years plus of previous customer service experience in a call center environment
Associate degree or Certificate/Diploma in computer science or a related field
Strong knowledge of Microsoft-based operating systems and software, with an emphasis on Windows 7, Windows 10, and Office 2016
Preferred Education/Experience
Basic Active Directory Administration experience
Experience with ITIL methodology
Experience supporting Higher Education staff and faculty
Experience supporting end users utilizing Macintosh operating systems
Experience supporting end users utilizing educational/presentation technology peripherals
Experience supporting end users utilizing Microsoft SharePoint
Benefits
Health, Dental, and Vision insurance
Paid premiums for Short Term Disability/Long Term Disability Insurance
Paid $10,000 Life Insurance policy
Section 125 Flex Spending Account
401(K) Retirement Plan
Vacation Pay
Paid Time Off
Holiday Pay
Employee Assistance Program
Solutions Management Group is an Equal Opportunity Employer #J-18808-Ljbffr