Help Desk Agent I

Job Description

MileOne Automotive has an exciting opportunity for a Help Desk Technician in our Towson call center.

HOURS: Monday - Friday 8:00 am-4:30 pm.

IN OFFICE

Compensation: $20 - $25 per hour, commensurate with experience

Join our dynamic, growing company as a Help Desk Technician and launch your technology career path in our internal IT department. We are looking for a Tier 1 or Tier 2 level technician who wants to grow with us. This is a fantastic opportunity for a service-oriented problem-solver to join our team, with proactive career paths for learning and advancement.

Help Desk Technician Duties and Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• De-escalate situations involving frustrated customers, offering patient assistance and support
• From the receipt of customer calls and email provide accurate, satisfactory resolution to their technical issues and requests
• Create tickets that accurately define an issue or service request, and own the ticket through its life cycle
• Learn and implement ITSM best practices related to Help Desk ticketing and issue troubleshooting and resolution
• Collaborate with other help desk and IT team staff to improve customer service and to find resolution to more complex issues
• Learn and implement documentation best practices to support service
• Utilize escalation processes for unresolved and complex issues to the next level of support personnel

Candidate must-have qualifications:

• Displays excellent customer service and active listening skills
• Will be able to ask discovery questions, gather relevant information, and diffuse tense situations with a diverse group of end users
• Displays excellent customer and management communication, with clear and detailed written communication, professional phone etiquette, and timely communication with IT teams, managers, and users regarding issue status
• Is energetic, team and service oriented, inquisitive, and professional
• Has a patient, friendly, and empathetic attitude with end-users and team members
• Has strong time management, issue management, and decision-making skills, and will take initiative in troubleshooting and resolution
• Is self-motivated, proactive, and constantly learning
• Has the ability to identify and troubleshoot basic technical issues (account management, application troubleshooting, network connectivity, device deployment, hardware management, etc.)
• Lives locally and has reliable transportation to Towson. This role is in-office, and training will include some field service work in the local area.

We would like to see:

• Previous IT Help Desk experience or previous IT Field Service experience and/or
• Previous experience with ticketing systems, and/or
• Limited IT experience and CompTIA A+, Net+, and/or Sec+ certificates, and/or
• No previous IT experience but have completed computer simulation course work (ex: uCertify, TestOut, Cloud Labs).

Our MileOne Employee Advantage:

MileOne believes that taking care of our employees is the most important step in creating a positive workplace and a successful company. MileOne offers a number of exclusive benefits and programs that are designed to help our employees and their families succeed both at home and in the workplace.

MileOne Employee Advantage includes health and financial benefits, and training and mentoring. We also offer an Employee Purchase Program, the MileOne Support Fund: by Employees, for Employees, the NextMile Scholarship Program, an Employee Assistance Program and more.

MileOne Autogroup is an equal opportunity employer and we maintain a drug free work environment

By applying for this job, you agree to receive email communication, as well as telephone and/or SMS/RCS text communications using an autodialer or otherwise, at the number you have provided. Message and data rates may apply; text STOP to opt out after receiving text communications.

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CC_954 Atlantic Holding MIS

Salary Range

$20.00 - $25.00

MileOne Corporate Office

Post Internally and Externally

Zip Code

21204