Level 1 Service Desk Support

About Us:

This is where your true career begins. Miles Enterprise Solutions is an emerging professional services company, transforming clients’ business operations and technology models for the digital era.  Our unique industry-based consultative approach supports our clients’ vision to build and run more innovative and efficient business operations.  Headquartered in Charlotte, North Carolina learn more about how Miles helps clients with transformations at www.milesenterprise.com. 

At Miles, we provide a broad range of services and solutions that we call “The Miles Way”.  Our firm supports clients through the following practice areas that we refer to as “STEP”: 

1. Strategy and Consulting Practice
2. Technology Practice
3. Education Practice
4. Public Sector Practice

We work at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders and citizens. Miles drives innovation to improve the way the world works and lives. Our mission is to “make lives better” for our team, clients, communities, and country.

We support the career aspirations and growth of our team

Our Public Sector Practice shapes and delivers solutions that enable government agencies to operate efficiently at the intersection of technology and people. At Miles Enterprise, you will have the opportunity to work with public sector teams to provide Service Desk telephone support. 

We believe that you should own and shape your career.  We will provide support and opportunities to develop the skills, knowledge, and experience to succeed.  The strength of our network, combined with local empowerment and a relentless focus on winning in specific markets means you will interact and team with individuals from various geographies and sectors. So, whenever you join, however long you stay, the MILES experience lasts a lifetime. 

We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities. 

The Role

Miles Enterprise Solutions is looking for a Level 1 Service Desk Support Analyst to support a Public Sector client.  An ideal candidate is someone who has prior help desk experience working in a call center and provides great customer service. 

Level 1 Service Desk Support Tasks:

Duties and Requirements:

• Provide Tier 1 telephone support.
• Serve as the first point of contact for customers seeking technical assistance over the phone or via email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers.
• Create, maintain and monitor helpdesk tickets and insure they are properly entered into the ITSM platform.
• Maintain a high level of technical proficiency in personal computing, and application support through experience, on the job training, and formal IT training.
• Respond to technical IT assistance requests using a ticketing system.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures.
• Diagnose faults, issues and perform maintenance and/or escalate to ensure appropriate service levels are offered to the customers.
• Facilitate feedback and communications between the service desk team and agency regarding support request status and training as needed.

Desired Experience:

• Experience working with a government agency in a call center environment.
• A+ certification or other relevant IT service management frameworks is a plus.
• Commitment to ongoing learning and development in the IT field.

Education

• High school diploma or equivalent required.
• Associate's or Bachelor's degree in Information technology, Computer Science, or a related field preferred.

Experience

• Minimum of 1-2 years of experience in a service desk or technical support role.
• Experience providing Tier 1 telephone support.
• Previous experience working in a government agency or call center environment is a plus.

Technical Skills

• Proficiency in remote troubleshooting and diagnostic techniques.
• Familiarity with IT Service Management (ITSM) platforms for ticket creation and management.
• Strong understanding of personal computing, operating systems, and application support.
• Basic knowledge of networking principles and internet connectivity.

Customer Service Skills

• Excellent communication skills, both verbal and written.
• Strong customer service orientation with a focus on problem-solving and resolution.
• Ability to handle frustrated or upset customers professionally and empathetically.

Soft Skills

• Strong organizational skills and attention to detail.
• Ability to work effectively in a team-oriented environment.
• Excellent time management skills and the ability to prioritize tasks.

Equal Employment Opportunity Statement

Miles Enterprise Solutions is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

All employment decisions shall be 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 basis as protected by federal, state, or local law.

Miles Enterprise is committed to providing veteran employment opportunities to our service men and women.  For details, request a copy of the Miles Equal Opportunity and Affirmative Action Policy Statement