Help Desk Technician

MILEONE; Baltimore (MD); On-site; USD 24,796 - 27,552; Full time

Benefits offered by this job

Health and financial benefits

Training and mentoring

Employee Purchase Program

MileOne Support Fund: by Employees,for

Job summary

MileOne Autogroup, headquartered in Towson, MD, is seeking a Help Desk Technician to join our IT team. This role provides frontline support by phone and email and serves as the first point of contact for technical inquiries from customers.

You will diagnose and resolve basic issues, escalate when needed, and work with colleagues to improve service quality. Training and mentoring are provided in a fast-growing environment.

Qualifications

• Exceptional customer service and communication skills.
• Energetic, team oriented, and professional with strong telephone and written communication skills.
• Ability to diagnose and resolve basic technical issues.
• Self-motivated and self-directed with good time management.
• Must have reliable transportation to report to Towson office.

Responsibilities

• Take customer calls and provide accurate, satisfactory answers.
• De-escalate situations involving dissatisfied customers.
• 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.

Skills

Customer service

Active listening

Verbal communication

Written communication

Problem solving

Time management

Decision making

Empathy

Self-motivation

Self-direction

Technical troubleshooting

Reliable transportation

Job description

Job Description

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 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.

Help Desk Technician Duties and 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.

Qualifications

• 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.

Benefits

• Health and financial benefits.
• Training and mentoring.
• Employee Purchase Program.
• MileOne Support Fund: by Employees, for Employees.
• NextMile Scholarship Program.
• Employee Assistance Program.

MileOne Autogroup is an equal opportunity employer and we maintain a drug free work environment.

Salary Range: $18.00 - $20.00

MileOne Corporate Office – Sponsored-External and Internal, Zip Code 21204