Service Desk Tech Rep- 24010654

MoneyGram • Dallas, TX

410d • $54,080 - $54,080

About The Position

The Service Desk Tech Rep position at MoneyGram involves serving as the first point of contact for customers experiencing technical issues. The role focuses on providing timely troubleshooting and solutions for IT-related problems across various hardware, software, and network systems, ensuring excellent customer service and satisfaction.

Requirements

• ServiceNow experience is 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 months' experience as a Help Desk Technician.
• Problem-solving skills.
• Team collaboration skills.
• Attention to detail.
• Time management skills.
• Customer-centric approach.

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.

Benefits

• Flexible Remote First Flexibility
• Generous PTO
• 13 Paid Holidays
• Medical / Dental / Vision Insurance
• Life, Disability and other benefits
• 401K with competitive Employer Match
• Community Service Days
• Generous parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Personal and Laundry Services
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees