L1 Service Desk Agent

Job Description Build Your Career with a Trusted Bran Join Pep Boys, a trusted brand with over 100+ years of service known for quality, stability, and long-term career growth. This position requires you to be working in office, 3 days per week, from our Bala Cynwyd, PA office. L1 Service Agents are the front line for the IT Service Desk supporting the stores and corporate users. Customer service is key at this level. L1 Service Agents are to record all incidents including all errors, logs, screenshots and either resolve or assign to escalation groups. After verifying that there is no documented fix a L1 Service Agent will escalate a call to the L1 Sr Service Agent within 8 to 10 minutes. They are also expected to follow up on open tickets to get status updates from assigned escalation groups until they are resolved. What You’ll Do Answer and resolve first level incoming calls from store and corporate users. Log the incident into the Jira ticket management system and keep Service Desk, L2 and manager informed of critical status issues. Escalate calls which do not have documented fixes the Level 1 Senior Support team for further troubleshooting and resolution. If needed, the analyst will place the service call with the vendor. Expected to verify the store level problems were corrected by personally speaking with the store. Remote into store PCs and terminals to apply fixes and patches when required. Manage ticket queue in Jira to follow up with escalation groups for status updates. Answer, resolve and close a volume of calls on par with other team members. What You’ll Bring Customer Service skills is a must. Has a basic understanding of required operating systems, applications and hardware, and retains technical information when instructed. Degree in Computer Technology, Hardware or related Software certifications, or equivalent experience in the use of the Pep Boys applications. Able to comprehend and resolve Tier 1 calls, understands and utilizes support documentation; performs at a level on par with the rest of the team. Able to identify and locate Knowledge base articles to resolve customer issues, able to work independently and creatively to solve procedural issues. Able to learn new tasks and assignments quickly with minimum supervision; not apprehensive when supporting unfamiliar or new systems. Must be flexible on scheduling and willing to work nights and weekends. What We Offer Competitive pay Incentive opportunities (commission, bonus, or performance-based pay where applicable) Medical, dental, and vision insurance 401(k) with company match Paid time off and holiday pay Life insurance and Short-Term Disability DailyPay – access your pay when you need it Training, development, and career growth opportunities A supportive team environment with opportunities to grow within a company serving customers for over 100+ years Equal Opportunity Statement All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. California Privacy Notice California Privacy Notice at Collection for Employees and Applicants The Company will make all employment decisions regarding employees and applicants for employment without discrimination or harassment based on race, color, religion, gender, national origin, sexual orientation, age, disability, pregnancy, marital status, veteran status, alienage or citizenship status, creed, genetic predisposition or carrier status, status as a victim of domestic violence, or any other category protected by federal, state, or local law. The Company will discontinue the use of any recruiting agency or sources which engages in direct or indirect discriminatory practices. #J-18808-Ljbffr RadNet, Inc.