Service Desk Specialist

The GCS Service Desk Specialist serves as an advanced technical support resource responsible for independently resolving escalated customer incidents requiring analysis across multiple systems and business processes, service requests, supply fulfillment concerns, and administrative exceptions. Leveraging knowledge of Konica Minolta devices, print solutions, support systems, and service delivery processes, the Specialist investigates issues, performs advanced troubleshooting, and coordinates resolution activities across multiple business functions. This role supports work that has progressed beyond initial intake and triage and requires additional technical analysis and problem resolution, * Advanced Technical Support & Case Management:

• Manage assigned queues of escalated customer incidents, service requests, and operational issues.
• Perform advanced troubleshooting, root cause analysis, and cross-functional research to resolve complex technical and operational issues.
• Document troubleshooting activities, findings, and resolutions within the ITSM platform.
• Collaborate with internal service, technical, billing, and supply chain teams to achieve timely resolution.
• Escalate complex issues requiring engineering, development, or specialized support involvement.
• Technical Troubleshooting & Resolution
• Diagnose advanced print, scan, authentication, and workflow-related issues.
• Troubleshoot network printing and device communication failures.
• Support issues involving print drivers, print management applications, and integrated software solutions.
• Resolve advanced scan-to-email, scan-to-folder, address book, and user authentication concerns.
• Support customer environments utilizing multiple devices, software applications, or integrated solutions.
• Supply Order & Fulfillment Management
• Process and manage complex supply order requests and exceptions.
• Research fulfillment delays, shipment discrepancies, entitlement concerns, and ordering issues.
• Provide customers with updates and resolution plans regarding supply-related concerns.

• Excellent verbal and written communication skills
• Advanced customer service and problem-resolution skills.
• Strong Knowledge of systems and applications used to support a Service Desk center environment.
• Advanced knowledge of Konica Minolta devices, print technologies, software solutions, and support processes.
• Strong understanding of networking concepts as they relate to print and scanning environments.
• Ability to troubleshoot and resolve complex technical issues independently across multiple systems.
• Strong analytical, research, and root cause analysis skills.
• Strong critical thinking and decision-making abilities.
• Strong attention to detail and documentation skills.
• Proficiency of Microsoft Office applications.
• Working knowledge of ServiceNow, CXOne, SAP, and related support platforms.
• Ability to collaborate effectively across multiple departments and support organizations.
• Successful completion of internal Konica Minolta certifications within specified timeframe required.

• Occasional travel may be required.

• High School Diploma or equivalent required.
• Five years of experience in call center, service desk, help desk, or technical support experience preferred.
• ServiceNow, CXOne, SAP experience preferred.
• Experience supporting business equipment or office technology preferred.
• CompTIA A+ and Network+ preferred.

Physical Requirements

• This position requires sitting at a desk with a computer monitor for several hours at one time.
• The vision requirements include close vision, peripheral vision, depth perception, and ability to adjust focus.

This posting reflects an existing vacancy that we are actively recruiting for.

About Konica Minolta

Konica Minolta Business Solutions’ (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansiveIntelligent Connected Workplaceportfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta’s 20thanniversary in production print, for which it celebrates “20 Years of Excellence, Innovation and Impact,” and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta’s bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to beranked on the Forbes 2025 America’s Best Large Employers list, included on CRN’s MSP 500 list numerous times; recognized as the#1 Brand for Customer Loyalty in the MFP Office Copier Marketby Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence’s BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for itsbizhub One i-Series. For more information, please visit Konica Minoltaonlineand follow it onFacebook,YouTube,LinkedInandTwitter.

Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.

Salary Disclaimer

Konica Minolta is committed to transparent and equitable compensation practices. Our pay structure is designed to support employee growth, allowing individuals to progress through the salary range as they advance in their role. Actual base pay offered will vary based on a candidate’s skills, experience, jobrelated knowledge, geographic location, and specific business needs.

AI Disclosure

Konica Minolta Business Solutions (Canada) Ltd., or its authorized third-party contractors, may employ Artificial Intelligence technologies to support elements of the recruitment process. Notwithstanding this, Applications are reviewed by our recruitment team, who always make the final hiring decision. EOE Statement

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.

Konica Minolta Business Solutions, U.S.A., Inc and Konica Minolta Business Solutions (Canada) Ltd. are equal opportunity employers.