Service Desk Technician

The Midtown Group; Dallas (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

The Midtown Group is seeking a Service Desk Technician to provide front-line support for clients and employees at our Addison/Dallas on-site office. You will handle calls and emails, troubleshoot IT and HR systems, and deliver solutions with excellent customer service.

You will collaborate with a team of IT and HR professionals, work with HCM cloud technologies, assist in onboarding new hires, and ensure requests are resolved within SLAs while documenting steps for knowledge management.

Qualifications

• Provide front-line support for clients, employees, and contractors.
• Troubleshoot IT and HR systems (Time & Attendance, Onboarding, Payroll).
• Deliver solutions with strong customer service and engagement.
• Coordinate and resolve requests within SLAs.
• Assist in onboarding of new hires through system navigation.

Responsibilities

• Handle incoming phone and email support requests.
• Troubleshoot IT/HR systems and provide solutions.
• Document interactions and troubleshooting steps in the ITSM tool.
• Engage additional resources to ensure timely resolutions.

Skills

Customer service

IT knowledge

Troubleshooting

MS Office 365

MS Teams

Self-starter

Analytical mindset

Communication skills

Education

Associate’s or Bachelor’s degree in IT

Tools

SAP SuccessFactors

ERP/HCM Cloud

ITSM tools

SAP

AWS

Job description

The Role:

We are expanding our team and looking for a dynamic Service Desk Technician to provide our clients and their employees with front-line help while creating an incredible customer service experience.

Please note: This role requires you to be located in the DFW area and work on-site in our Addison/Dallas office.

In this role, you will provide support services for clients, product engineers, delivery consultants, and executives. You’ll have the opportunity to work directly with deeply experienced technology and HR professionals while engaging with clients based around the world. As a member of our AMS & BPO Team, you will work with HCM cloud technologies and grow your skill set as you collaborate to help build and grow our practice.

What You’ll Do:

Your day-to-day activities will include support for our clients, employees, and contractors:

• Handle incoming phone and email customer support requests.
• Troubleshoot HCM and related IT and HR systems (e.g., Time and Attendance, Onboarding, Payroll, Policy Assistance).
• Provide comprehensive solutions with exceptional customer service and client engagement.
• Provide general process guidance and payroll assistance related to client policies.
• Assist in the onboarding of client new hires through system navigation and policy questions.
• Ensure efficient coordination, prioritization, and resolution of support requests in compliance with SLAs.
• Proactively communicate support status to clients and engage additional resources as needed.
• Be a frontline representative for our IT service desk organization and the first person the company relies on for help.
• Document all client interactions and troubleshooting measures into the ITSM tool of record.
• Assist in the development and documentation of support solutions for input into our knowledge management system.
• Learn from and work alongside an amazing team of brilliant people!

What We’re Looking For:

• Customer service experience with a demonstrated ability to resolve issues and create positive interactions.
• Familiarity with general IT, HR, and business process terminology.
• Demonstrated ability to troubleshoot independently with logic and intellect.
• Proficiency with Microsoft Office 365 and MS Teams.
• Self-starter willing to jump in, learn new areas, and demonstrate value-added contributions.
• Analytical mindset with a passion to research and identify solutions.
• Excellent interpersonal and communication skills (written and verbal) to build meaningful partnerships with team members, customers, and leaders.

Preferred Qualifications:

• Experience with Human Resources and Payroll-related roles and support.
• Prior experience working with SAP SuccessFactors or ERP/HCM Cloud software.
• Prior experience working on a support team with ITSM tools.
• Prior experience on IT and/or business application support teams.
• ITIL foundations, SAP, AWS experience, or related certifications.
• Associate's or Bachelor’s degree in an IT-related field.

Who You Are & Our Culture:

• Authentic: We have a genuine culture where people bring their real, whole selves to the office. We operate in a customer-centric, ego-free environment.
• Inspirational & Passionate: You are excited to join an agile, cutting-edge, fast-paced growing company. We orchestrate a competitive and compelling mission with aligned values and goals.
• High Learning Agility: We place high trust in our employees to make decisions daily. You know how to keep things simple and can quickly learn to scale yourself as the company grows.
• Integrity: You have a strong background of trust and live the values of the company every day.
• Employees First: We outperform the competition because of our exceptional talent. We seek candidates who display a servant-leader mentality and foster a mindset that contributes to client support excellence.