Brand Ambassador
MTM LLC
IT Helpdesk Support
CEF
full-time
Posted on:
Location Type: Office
Location: Dallas • Texas • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- Receive initial support requests via phone, email, or in-person, and create support tickets.
- Provide technical support to internal employees primarily remotely via phone, email, or MS Teams chat, with occasional on-site support as required.
- Gather information from users to identify the root cause of technical issues.
- Perform basic troubleshooting and research symptoms to resolve problems.
- Document troubleshooting steps and solutions clearly for internal records.
- Troubleshoot hardware and software.
- Escalate complex issues to Level 2 technicians within established timelines.
- Follow up with users to ensure issues are fully resolved.
- Guide users through the problem-solving process in a clear and supportive manner.
- Maintain a strong customer service focus in all interactions.
- Follow departmental standards, procedures, and best practices.
- Collaborate with team members to achieve shared goals and complete tasks as needed.
- Work under supervision, maintaining clear communication and coordination of work efforts.
- Be available to work full time, and occasionally overtime if necessary.
- Travel occasionally to headquarters for meetings and training.
Requirements
- High school diploma or GED required.
- 1+ year of experience in technical support or a similar role.
- Working knowledge of Microsoft Office applications, including Word and Excel.
- Experience providing customer or end-user support is a plus.
- Strong interpersonal and communication skills, both verbal and written.
- Ability to multi-task and prioritize effectively in a fast-paced environment.
- Team-oriented with the ability to maintain positive relationships with co-workers.
- Customer service focused and committed to providing a positive support experience.
- Detail-oriented and able to follow procedures and document work accurately.
- Comfortable learning and adapting to new software and systems.
- Be available to work full time, and occasionally overtime if necessary.
Benefits
- Competitive hourly pay.
- Medical, Dental, Vision Insurance.
- Paid Time Off and 7 paid Holidays.
- 401(k) company match program.
- Telehealth.
- Short-term and Long-term disability insurance.
- Basic and AD&AD Life Insurance paid for by the company.
- Critical Illness, Hospital Confinement, Accident Insurance, Supplemental Life Insurance.
- Employee Assistance Program.
- Mental, physical, financial wellness.
- Auto and Home Insurance discount.
- Paid Pregnancy, Parental, and Adoption Leave programs.
- Employee Discount Program.
- Training Programs.
- Internal growth opportunities in a fast-growing company.
- In some jurisdictions, state or local laws address sick leave or other leaves of absence. The Company complies with all such laws.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootinghardware supportsoftware supportticketing systemsMicrosoft OfficeWordExcel
Soft skills
customer serviceinterpersonal skillscommunication skillsmulti-taskingprioritizationteam-orienteddetail-orientedproblem-solving
Certifications
high school diplomaGED
