Miles Enterprise Solutions is an emerging professional services company that helps clients transform business operations and technology models for the digital era. Our industry-based consultative approach supports clients in building and operating more innovative, efficient businesses. Headquartered in Charlotte, North Carolina, Miles helps organizations drive transformation and innovation. Learn more at www.milesenterprise.com. We are proud of our commitment to workplace excellence.
THE ROLE
Miles Enterprise Solutions seeks a Level 1 Service Desk Support Analyst to support a public sector client. The ideal candidate will have prior service desk experience and a strong commitment to customer service.
Level 1 Service Desk Duties and Requirements
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Serve as the first point of contact for customers requesting technical assistance by phone.
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Perform remote troubleshooting using diagnostic techniques and relevant questions.
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Respond to IT support requests through the ticketing system.
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Create, maintain, and monitor help desk tickets, ensuring accurate entry in the ITSM platform.
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Determine appropriate solutions based on the issue and information provided by customers.
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Maintain strong technical proficiency in personal computing and application support.
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Guide customers through the multi-factor authentication process.
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Escalate unresolved issues to the appropriate next-level support personnel.
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Identify and recommend process improvements.
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Share customer feedback and suggestions with the appropriate internal team.
QUALIFICATIONS
Education:
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High school diploma or equivalent required.
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Associate or bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
Experience:
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A minimum of one to two years of experience in a service desk or technical support role is required.
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Experience providing Tier 1 telephone support is preferred
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Prior experience in a government agency or call center environment is preferred.
Technical Skills:
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Proficiency in remote troubleshooting and diagnostic techniques.
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Familiarity with IT Service Management platforms for ticket creation and tracking.
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Strong knowledge of personal computing, operating systems, and application support.
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Basic understanding of networking principles and internet connectivity.
Customer Service Skills:
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Excellent verbal and written communication skills.
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Strong customer service focus with an emphasis on problem-solving and resolution.
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Ability to assist frustrated or upset customers with professionalism and empathy.
Soft Skills:
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Strong organizational skills and attention to detail.
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Ability to work effectively in a team-oriented environment.
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Excellent time-management skills with the ability to prioritize tasks effectively.
Equal Employment Opportunity Statement
Miles Enterprise Solutions is an Equal Opportunity Employer and is committed to maintaining a workplace free from discrimination. The Company does not discriminate on the basis of individual differences, including age, disability, ethnicity, gender, gender identity or expression, religion, or sexual orientation. Miles Enterprise Solutions recognizes that a diverse workforce strengthens innovation, enhances competitiveness, and supports the Company’s ability to serve its clients and communities effectively.
All employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other status protected by applicable federal, state, or local law.
Miles Enterprise Solutions is also committed to providing employment opportunities for veterans, including service men and women. Additional information is available upon request in the Miles Equal Opportunity and Affirmative Action Policy Statement
