Service Desk Engineer (Bilingual- Spanish preferred!)

PLS Financial Services - Chicago, IL (30+ days ago)3.3


JOB DESCRIPTION
PLS®: People. Location. Service

PLS—which stands for People – Location - Service—is a leading retail provider of alternative financial services. The PLS Group, headquartered in Chicago, is comprised of over 230 financial service centers in 12 states. Through our check cashing, lending, and our PLS Auto store, we provide consumers with convenient financial products and services to help them manage their day-to-day financial needs. Although many of our customers have banking relationships, we believe that our customers use our financial services because they are more convenient, transparent and frequently more affordable than available traditional alternatives. PLS was founded in 1997 by Bob and Dan Wolfberg, who serve as Co-Presidents.

The primary objective of the Service Desk Engineer is to support PLS’ internal customers in our stores and support centers. The Service Desk’s function is to provide first-contact resolution for technical issues reported via phone call or email-generated ticket. This will be achieved by troubleshooting, diagnosing and resolving problems or escalating to more specialized teams as necessary.

This is a demanding support position, requiring excellent customer service skills, technical troubleshooting aptitude and the ability to articulate solutions clearly and confidently to end users of varying skill levels.

This position requires weekend and holiday hours, and includes participation an overnight on-call rotation.

Responsibilities:
Utilize discretionary troubleshooting methods to diagnose and resolve problems to our customers’ satisfaction
Provide client support in a professional, courteous manner, using phone, email and remote tools
Contribute to IT knowledgebase, documenting new solutions or troubleshooting techniques
Escalate to other teams as appropriate, proactively keeping the customer informed of progress
Maintain and develop own technical knowledge and skills
Be willing to participate in IT projects, supporting or working with other teams within the division
Identify and escalate repeat issues or service risks
Share knowledge and solutions with teammates and other colleagues

Skills & Experience:
Minimum of one year of Help Desk/Technical Support experience
Natural aptitude and enthusiasm for troubleshooting and problem-solving
Experience supporting Microsoft Windows OS
A keen interest in computers and networking technology
Must be able to demonstrate a “Customer-First” approach to support
Excellent oral and written communication skills, including the ability to interact effectively with executives, engineers, operations personnel, vendors and peers
Must be comfortable working in a fast-paced, team environment
Ability to work variable schedules which can include weekends, nights, and holidays
Ability to participate in After Hours on-call rotation
Technical certifications (A+, N+, MCP, etc.) a plus.
English and Spanish bilingual a plus
JOB REQUIREMENTS

Preferred Requirements:
Technical certifications (A+, N+, MCP, etc.) a plus
English and Spanish bilingual a plus

Physical Requirements:
Must be able to sit and/or stand for long periods of time
Ability to lift 15 lbs.

Benefits:
Benefits for eligible employees include medical/dental/vision, 401k, vacation, opportunities for advancement, on-going training available.

We strive to demonstrate our Core Values in all positions at PLS:

Communication Customer Focus Integrity and Trust Teamwork Results

PLS Financial Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. PLS Financial Services will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. PLS Financial Services is a drug-free workplace. PLS provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify your Recruiter or a member of our Human Resources team [Click Here To Join] to make arrangements. The decision on granting reasonable accommodation will be made on a case-by-case basis.