When you join Kyocera Document Solutions America, Inc. you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate about providing best in class customer service through efficiency, accountability and a sense of urgency all while putting knowledge to work to drive change.

In addition, we’re a Great Place to Work… and we really mean it! Kyocera Document Solutions America, Inc. was officially certified as a Great Place to Work since 2022. An organization earns this distinction when its employees have expressed their trust in the people they work for, have pride in what they do and enjoy the people they work with.

Kyocera is passionate about improving our customers’ lives with technology. This includes providing our customers with outstanding managed and support services to aid in the operation of their critical IT Solutions.   Kyocera’s suite of services, including application, network, server, and desktop support, is delivered by a world-class team of technical experts. Our customer-driven and value-focused services have resulted in considerable demand, requiring us to expand our team to meet the demands. The priority focus of the Help Desk Lead is to deliver exceptional service through a team of dedicated Help Desk Engineering professionals.  The Help Desk Lead is responsible for the delivery client services, customer satisfaction, applying advanced technical skills, and ensuring successful resolution of customer issues.

The chance to do something meaningful, to challenge yourself, to be a part of change in an industry, to influence change doesn’t come around every day.

+         Monitor on duty agents and ensure tickets are being responded to in a timely manner.

+         Maintain the duty plan for all engineers and resources to deliver services within our hours of operation.

+         Maintain the skills matrix for the help desk engineering team to ensure all engineers have the required skills, certifications, and training to deliver exceptional service.

+         Act as an escalation point for team members, customers and Field Engineers in problem resolution and project implementation.

+         Perform quality assurance activities to ensure standardization of best practices for the team and service operations.

+         Maintain reporting for team activities, SLA/OLA adherence, and skills development

+         Respond to customer requests for service and problem resolution.

+         Assist developing and updating current and future processes of the service and delivery of helpdesk

+         Act as a Help Desk Engineer as required by circumstance, or in coverage scenarios

+         Assisting in leadership and direction of the Service Desk team as it relates to day-to-day operations, while identifying and providing a long-term vision related to Service Desk execution related to department and business initiatives.

+         Work as liaison between multiple teams and departments as needed.

+         Management and prioritization of a substantial and diverse workload with ever-changing priorities.

+         Motivate, mentor and train team members with varying levels of expertise, while identifying areas of individual growth and development.

+         Establish and maintain effective cross-functional relationships at all levels throughout the organization.

+         Monitor the performance of and establish KPI’s for the company's desktop infrastructure and make suggestions for improving efficiency.

+         Support various technologies including Windows Desktop/Server/Active Directory architecture, Microsoft365 Collaboration suite (Outlook/Exchange email, Teams collaboration, etc.) and DUO Multifactor authentication.

+         Ensure the rollout of Service Desk technical updates or processes to the end-user is well communicated and with advance notice.

+         Provide hands-on escalated support and jump in to assist team’s as required.

+         Ownership of the setup, installation, configuration, upgrading and testing of desktops, laptops, and notebooks, printers, and mobile devices to ensure optimal performance.

+         Installation, configuration, and deployment of software applications on the network and individual systems while evaluating applications and software patches for desktop applications ensure optimized performance of desktop issues

+         May occasionally necessitate off-hours support to coordinate problem resolution and maintain continuous operation

+         Experience working for/with a Managed IT Services Provider

+         8+ year network administration experience and/or field network experience.

+         2-5 years managing a technical team.

+         Strong prioritization and organization skills with the ability to manage multiple projects concurrently while maintaining a high degree of flexibility.

+         Ability to deliver technical expertise and professionalism in this customer-oriented role

+         Successful experience designing, installing and/or supporting networks in multiple environments for multiple clients.

+         Strong proficiency in configuring, deploying and troubleshooting all of the following networking services: HTTP, DNS, TCP/IP, VPNs, VLANs, VIPs, ACLs, Routing, Switching.

+         Advanced knowledge of Microsoft Office applications.

+         Strong computer analysis and diagnostic skills with the ability to implement quick and effective solutions to network problems.

+         Strong interpersonal and relationship-building skills, conducive to team development.

+         Ability to communicate and present clear, concise objectives to all levels of the organization while identifying and sharing risks and opportunities.

+         Ability to work independently with minimal oversight

Note

This is a general description of the duties and responsibilities most frequently required of this position. The company may from time-to-time request that the incumbent perform other related tasks and assume reasonable responsibilities that have not been specifically included in this description.

Kyocera Document Solutions America, Inc is a group company of Kyocera Document Solutions Inc., a global leading provider of total document solutions based in Osaka, Japan. The company’s portfolio includes reliable and eco-friendly MFPs and printers, as well as business applications and consultative services which enable customers to optimize and manage their document workflow, reaching new heights of efficiency. With professional expertise and a culture of empathetic partnership, the objective of the company is to help organizations put knowledge to work to drive change. Kyocera is looking for enthusiastic and innovative people to help our customers run their businesses more efficiently and more profitably. We offer a generous benefits package including medical, dental and vision plans, a 401k match, flexible spending, disability and life insurance, plus paid time off and holidays.

KYOCERA Document Solutions America, Inc. is an Equal Opportunity Employer, a VEVRRA Federal Contractor, and complies with all applicable federal, state, and local laws regarding nondiscrimination. Kyocera provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or protected veteran status. Qualified minorities, women, protected veterans and/or individuals with disabilities are encouraged to apply.