Help Desk Agent I

Help Desk Technician

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).

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