Service Desk Technician
On-siteDallas, Texas, United States
Job Summary
Handle incoming phone and email customer support requests for clients, employees, and contractors while troubleshooting HCM, IT, and HR systems including Time and Attendance, Onboarding, and Payroll. Provide comprehensive solutions with exceptional customer service, ensure efficient coordination and resolution of support requests in compliance with SLAs, and proactively communicate support status to clients. Document all interactions and troubleshooting measures in the ITSM tool of record and assist in developing support solutions for the knowledge management system. Assist with onboarding new hires through system navigation and policy questions.
Required Qualifications
- Must be located in DFW
- Must be able to come into the office in Dallas
- Customer service experience with demonstrated ability to resolve issues and create a positive interaction
- Ability to execute assignments and demonstrate value added contributions
- Understand and familiar with general IT, HR and business process terminology
- Demonstrated ability to troubleshoot independently with logic and intellect
- Proficient with Office365 and Teams
- Prior experience working on IT and/or business application support teams
- Strong and effective communication style with team members, customers, and leaders, both written and verbal
- Self-starter that is willing to jump in and learn new areas
- Collaborative and positive attitude
- Good interpersonal skills with the ability to work effectively and build meaningful partnerships with others
- Strong background of integrity and trust
- Foster a mindset that contributes to maintenance and further development of client support excellence
- Excited to join an agile, cutting edge and fast paced growing company
Desired Qualifications
- Experience with Human Resources and Payroll related roles and support preferred
- Prior experience working with SAP SuccessFactors or ERP/HCM Cloud software preferred
- Prior experience working on a support team with ITSM tools preferred
- ITIL foundations, SAP, AWS experience or related certifications desired
- Associates or Bachelor's degree in IT related field preferred
- Analytical with a passion to research and identify solutions
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