Service Desk Technician (Charlotte, NC)
Miles Enterprise Solutions is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. We work at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. Miles drives innovation to improve the way the world works and lives. We support the career aspirations and growth of our team. We're proud of our commitment to diversity, equity, and inclusion in the workplace.
Duties and Requirements:
- Serving as the first point of contact for customers seeking technical assistance over the phone or email
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Performing remote troubleshooting through diagnostic techniques and pertinent questions- Determining the best solution based on the issue and details provided by customers
- The Solution Desk Technician will create, maintain and monitor helpdesk tickets and insure they are properly entered into the Cherwell ITSM platform.
- They will maintain a high level of technical proficiency in the area of personal computing, and application support through experience, on the job training, and formal IT training They will assist IT team members in research, implementation, configuration, and administration of the organization's computing system environment
- Respond to technical IT assistance requests from the Cherwell ticketing system
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Diagnose faults, issues and perform maintenance and/or escalate to ensure appropriate service levels are offered to the customers.
- Facilitate feedback and communications between the ITS team and DFW staff regarding support request status and training as needed
Experience:
- Minimum of four-years of experience in a technical support role and related field customer service experience.
- Experience in and working knowledge of PC hardware and laptop repair, networking, Microsoft Windows 10, remote client connectivity and software installation and removal. Exceptional customer service
- Strong analytical skills; able to assess and solve issues in a high-pressure environment
- Maintains a good understanding of IT industry trends. Excellent written and oral communication skills
- Ability to participate in after hours on-call support
- Proficiency in MS Word, Excel and other business software applications
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
Education and Certifications:
Associate degree in computer Networking, Hardware, Software or related field, or equivalent work experience
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
OUR COMMITMENT TO YOU
You’ll benefit from our network of communities and collaborative culture that will help you build technical and functional skills and capabilities. And because we serve FORTUNE® Global 100 and governments—you’ll have the opportunity to develop valuable industry-specific expertise.
The scale of our capabilities and client engagements—and the unique way we innovate, operate, and deliver value—will give you the opportunity to deepen your existing skills even as you help create the latest technology trends. You’ll have access to leading-edge technology.
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Miles.
Equal Employment Opportunity Statement
Miles is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Miles is committed to providing veteran employment opportunities to our service men and women.
