Level 1 Service Desk Support

MILES TECHNOLOGY SOLUTIONS LLC•Charlotte, NC

10d•Onsite

About The Position

Miles Enterprise Solutions is looking for a Level 1 Service Desk Support Analyst to support a Public Sector client. An ideal candidate is someone who has prior service desk experience and provides great customer service. Miles Enterprise Solutions is an emerging professional services company, transforming clients’ business operations and technology models for the digital era. Our unique industry-based consultative approach supports our clients’ vision to build and run more innovative and efficient business operations. Headquartered in Charlotte, North Carolina learn more about how Miles helps clients with transformations at www.milesenterprise.com. Miles drives innovation to improve the way the world works and lives. We're proud of our commitment to excellence in the workplace.

Requirements

High school diploma or equivalent required.
Minimum of 1-2 years of experience in a service desk or technical support role
Experience providing Tier 1 telephone support, preferably for HR and ERP systems including Workday.
Proficiency in remote troubleshooting and diagnostic techniques.
Familiarity with IT Service Management (ITSM) platforms for ticket creation and management.
Strong understanding of personal computing, operating systems, and application support.
Basic knowledge of networking principles and internet connectivity.
Excellent communication skills, both verbal and written.
Strong customer service orientation with a focus on problem-solving and resolution.
Ability to handle frustrated or upset customers professionally and empathetically.
Strong organizational skills and attention to detail.
Ability to work effectively in a team-oriented environment
Excellent time management skills and the ability to prioritize tasks.

Nice To Haves

Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
Previous experience working in a government agency or call center environment is a plus.

Responsibilities

Serving as the first point of contact for customers seeking technical assistance over the phone.
Performing remote troubleshooting through diagnostic techniques and pertinent questions.
Respond to technical IT assistance requests using a ticketing system.
Create, maintain and monitor helpdesk tickets and insure they are properly entered into the ITSM platform.
Determining the best solution based on the issue and details provided by customers.
Maintain a high level of technical proficiency in the area of personal computing and application support.
Walk the customer through the multi-factor authentication process.
Direct unresolved issues to the next level of support personnel.
Identify and suggest possible improvements on procedures.
Pass on any feedback or suggestions by customers to the appropriate internal team.