Help Desk Technician

You will be a Service Desk Technician supporting Experian's Contact Center, also known as the MCE. You will report to the Manager, MCE Service Desk.

The main role of the MCE Service Desk is to address and quickly resolve technical issues raised by the end-user. The Service Desk operates as a technical resource providing support, testing, and initial evaluation whenever issues arise within contact center applications. We also maintain all hardware required for the 1200+ agents we support.

You'll have opportunity to:

• Provide Tier 1 support (and as assigned Tier 2 support) - Addresses technical issue inquiries received by phone, ticket portal, chat, and email.
• Support operational groups across time zones in India, Chile, Costa Rica, and the US.
• Manage tickets promptly, including opening, updating, and closing to ensure Service Level Agreement (SLA) compliance
• Establish and communicate with end-users throughout the lifecycle of their issue or service request
• Work and interface with end-users daily. Install, configure, and support client workstations and laptops
• Assist Systems Administrators, Manager and Director in specific project tasks
• Management inventory of equipment
• Make recommendations for process improvements and technology changes
• Communicate issues and incidents to all levels
• Create documents and procedures, with direction from management
• Develop technical solutions and automate repeatable tasks

Qualifications

• Bachelor's degree in computer science or technical degree; or equivalent combination of education and experience
• 2+ years of related experience
• Flexible enough to work with different technical skill levels and skillsets
• Must be fluent in English
• Experience working within a technology support organization
• Considered expert in all operational best practices, implements new technology solutions to add operational efficiencies.
• Experience working with Cisco PCCE applications, Service Now, VDI environments, and remote desktop support tools
• Previous experience providing resolution for end-user requests and root cause analysis for issues
• Experience with JIRA and Confluence, OKTA, Service Now, remote desktop support tools, and MS Active Directory

You will work in-person at our office in Allen, TX and participate in an on-call schedule.

Additional Information

Benefits/Perks:

• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote, hybrid or in-office
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays
• Explore all our exciting benefits here: https://yourexperianbenefits.com/cand-index.html

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience, and education. You will be also eligible for a variable pay opportunity.

Experian is proud to be an Equal Opportunity Employer for all groups protected under applicable federal, state and local law, including protected veterans and individuals with disabilities. Innovation is an important part of Experian's DNA and practices, and our inclusive workforce allows everyone to succeed and bring their whole self to work. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.