Help Desk Technician

MileOne Autogroup • Baltimore, MD

8d • Onsite

About The Position

MileOne currently has an exciting opportunity for a Help Desk Technician at our corporate headquarters in Towson. HOURS: Tuesday through Friday 10am-6:30pm and Saturday 8:30am-5pm. This is a fantastic opportunity for an empathetic problem solver to get on the ground floor of with a growing and dynamic company in the IT field. Candidates will have a proven record of promoting customer service and previous IT experience is a plus but we will gladly train someone that is energetic, team oriented and professional, with outstanding telephone and written communication skills.

Requirements

• Exceptional customer service, active listening and verbal and written communication skills, professional phone voice
• Ability to ask prying questions and diffuse tense situations
• Strong time management and decision making skills
• A patient and empathetic attitude
• Must be self-motivated and self-directed
• Ability to diagnose and resolve basic technical issues
• Must have reliable transportation to report to our Towson office

Nice To Haves

• Previous IT experience is a plus

Responsibilities

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Collaborate with other help desk professionals to improve customer service
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Record events and problems and their resolutions into our help desk ticketing software
• Direct unresolved issues to the next level of support personnel

Benefits

• health and financial benefits
• training and mentoring
• Employee Purchase Program
• MileOne Support Fund: by Employees, for Employees
• NextMile Scholarship Program
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed