Be unstoppable with us!
T-Mobile is synonymous with innovation–and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we’re shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won’t stop!

Job Overview

Service Desk Specialists interact directly with customers providing 24x7x365 front-line support for employee, contractor, and partner network, hardware, access, and authentication issues

Specialists will handle technology-related requests, incidents, and inquiries via phone and chat and are responsible for securely validating end-user credentials, creating tickets, resolving problems, or routing issues to the proper fix agents

Contacts are handled primarily via inbound phone support and supplemented with email and web options.

This position is located in Overland Park, KS, and is a hybrid position that is expected to work onsite 3 days per week. Must be flexible to shifts.

• Job Responsibilities:
• 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 skills

• Education:
• Associate's Degree Computer science or information technology preferred

• Skills/Experience Required:
• Associate's degree (Computer Science or IT) or 2 years of business experience in Technology related areas.
• 1-2 years of Customer Support or call center experience
• Working knowledge of Microsoft OS and O365 Suite
• Working knowledge of Apple Operating systems
• General knowledge of Access and MFA principles
• Soft Skills: Strong Interpersonal skills – Ability to communicate technical issues and processes verbally

• Preferred Experience:
• 1-2 years previous Service desk or help desk support
• Microsoft Operating system certification
• HDI Support Center analyst Certification
• Knowledge of ITSM practices

• Knowledge, Skills and Abilities:
• IT Hardware Support (Required)
• Microsoft Office (Required)
• Customer Service (Required)

• Licenses and Certifications:
• A+ Certified (Preferred)
• Network + Certfication (Net+) (Preferred)
• Microsoft Certified Professional (MCP) (Preferred)
• Info Technology Infrastructure Library (ITIL) (Preferred)

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No):No

DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No

Never stop growing!
T-Mobile doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward.

If you’d like to receive more information about careers at T-Mobile, sign up for the T-Mobile Talent Community today! https://www.tmobile.careers/profile/join/

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship 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, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.