Specialist, Service Desk

As America’s Un-carrier, T-Mobile US, Inc. (NYSE: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company’s advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Wash., T-Mobile US operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 58 million wireless subscribers and provides products and services through 70,000 points of distribution.Position may also be located in Snoqualmie, WA

Service Desk Specialists are the single point of contact for T-Mobile employees in need of support for IT incidents and service requests. This includes 24×7 triage, classification, prioritization and escalation aligned to ITIL best practices for Incident Management and Request Fulfillment. Contacts are handled primarily via inbound phone support and supplemented with email and web options.

Enterprise Core Competencies

Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.

Minimum 1+ years customer service experience (in any industry)

Minimum 1+ years Telecommunications and call center experience

Minimum 1+ years previous Service Desk, Help Desk or Desktop Support experience supporting internal customers

Associate degree (or higher) in a technical discipline, IT industry recognized certification (A+, Net+, MCP, HDI, ITIL) or significant relevant work history required

Strong technical knowledge of desktop and laptop support

Strong technical knowledge of networking fundamentals

Strong technical knowledge of Active Directory

Strong technical knowledge of Microsoft products, including Windows OS, Outlook, Exchange, Word, Excel, SharePoint & PowerPoint

Type approximately 35 words per minute with accuracy.

Ability to work in a fast paced, team based, customer service oriented environment. Possess strong verbal and written communication skills.

Ability to identify and diagnose moderately complex IT problems and implement solutions rapidly and effectively

Strong understanding of troubleshooting fundamentals Strong research skills

Strong analytical skills

Superior customer service skillsEssential Functions

Provide outstanding customer service

Provide advice and training to users

Maintain a problem and solutions log

Emulate or reproduce technical problems encountered

Triage, diagnose, escalate and resolve incidents

Consult documents to implement solutions

Translate customer-reported symptoms into technical terms

Support and contribution to special projects as needed

Contributions to Knowledge Management system

Develop business and technical writing skillsWe Take Equal Opportunity Seriously – By Choice

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.

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