MoneyGram International · 5 hours ago

Service Desk Tech Rep

Dallas, TX

Full-time

Remote

Entry Level

$26/hr - $26/hr

2+ years exp

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Responsibilities

Serve as the primary point of contact for customer IT support, via phone, email, and chat.

Provide prompt troubleshooting and technical support for software, hardware, and network issues.

Document, track, and monitor issues in the ticketing system to ensure timely resolution.

Escalate complex or unresolved issues to the appropriate internal teams (Level 2/3 support) or external vendors.

Assist with the setup, configuration, and maintenance of user accounts, software, and hardware.

Maintain knowledge base and support documentation for internal and customer use.

Follow company protocols for issue resolution, providing updates to customers at regular intervals.

Deliver excellent customer service by ensuring satisfaction with issue resolution.

Contribute to the continuous improvement of service desk procedures and practices.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

ServiceNowActive DirectoryVPNsRemote desktop toolsCustomer service orientationHelp Desk experience

Required

ServiceNow (Required)

Basic understanding of Active Directory, Office 365, VPNs, and remote desktop tools.

Excellent verbal and written communication skills.

Strong customer service orientation with an ability to manage customer expectations and de-escalate situations.

Ability to work in a fast-paced environment and prioritize tasks effectively.

Intermediate computer skills with six month’s experience as a Help Desk Technician

Problem-solving skills

Team collaboration

Attention to detail

Time management

Customer-centric approach

High school diploma, GED, or an associate’s degree from an accredited institution

2+ years of relevant experience.

Any equivalent combination of education and experience which provides the required knowledge, skills, and abilities to perform the essential duties and responsibilities of the position.