Find your place in our dynamic organization of achievers As the world's largest independent channel for document management systems and services, IKON Office Solutions is well known for offering best-in-class copier and printer technologies from leading manufacturers and one of the industry's broadest arrays of document management services.

But the fact is, it's not just our products that stand out in clients' minds.

It's our people.

From our sales group to our service and support professionals, we can confidently assert that we have the best team in the business.

We have earned national recognition for: Integrity At Work: "One of America's Most Admired Companies" - Fortune Magazine Competitiveness At Work : "One of the 50 Best Companies to Sell For" - Selling Power Magazine Respect At Work: "Top 50 Companies for Diversity" - Diversity, Inc. Learning At Work: "Top 100 List" - Training Magazine Who we are as a company At IKON, our vision is to be the leader in providing innovative products and services that enable our customers to manage document workflow and increase efficiency.

In doing so, we are focused on meeting and exceeding the needs of today's businesses, while offering talented professionals a rewarding, empowering career environment.

This is reflected in our Core Values: Customer Centricity: Always putting our clients first.

Competitiveness: Keeping our leadership edge by being nimble, flexible and responsive.

Energized Teams: Recruiting and retaining world-class people with diverse backgrounds, and providing the training, tools and resources to succeed.

Integrity: The foundation of our relationships with each other, our customers, suppliers and shareholders.

Associate Applications Analyst / Help Desk Washington, DC Post Description POSITION PROFILE The Associate Engineer is responsible for the daily support of site-specific network and workstation operating systems, workstation connectivity, and end-user applications.

This position responds to end user or management support requests and needs, with the primary focus being customer service and the ability to help, regardless of whether the problem is technical, user error, or training.

The Associate Engineer is also responsible for thoroughly documenting all relevant information to the support request ticket in the Help Desk Database.

Responsibilities include escalating any network, personnel, and end user issues that may impact customer satisfaction or the achievement of contractual Service Level Agreements to the attention of the Help Desk Manager.

The Associate Engineer is responsible for following all Help Desk Standard Operating Procedures that pertain to the particular client site they are supporting.

JOB DUTIES AND RESPONSIBILITIES Daily support of site-specific network and workstation operating systems, workstation connectivity, and end-user applications.

Responds to end user calls as a first line of technical support, gathering information to resolve the issues, and /or assisting others in the resolution of the problem in a timely, accurately, and professional manner.

The Associate Engineer logs each call and strives to resolve the issues while the end user remains on the phone.

If the call cannot be resolved within 15 minutes, the Associate Engineer is responsible for escalating the call to the attention of an Engineer (Level 2).

The Associate Engineer should always Listen, Understand, Communicate, and then Deliver support to the end user.

Continuously informs the end user on the progress of the resolution, keeping ownership throughout the ticket resolution and always following up with the end user prior to closing the support ticket to ensure customer satisfaction.

When instructed by IT or the Help Desk Manager, the Associate Engineer keeps end users informed of any major problems or scheduled down times as they call in for support.

Projects a professional image and attitude at all times.

Test new or enhanced applications including systems enhancements and provides feedback to the Help Desk Manager as well as the Client Site Manager of User Support.

Provides end users with detailed remote access knowledge, and documents complete trouble shooting information.

QUALIFICATIONS (Education, Experience and Certifications) High School Diploma Secondary School Degree Preferred Technical Training & Certifications a plus (ie: A+, NETWORK +, MCP, MCSE, MOUS) IT Help Desk support experience (application & hardware support) IKON is an Equal Opportunity Employer, M/F/D/V.

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