Sr Specialist, Service Desk

At T-Mobile we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant employee stock purchase plan 401(k) and access to free year-round money coaches. Thats how were UNSTOPPABLE for our employees!

Job Overview
This role will directly interact with all levels and staff using T-Mobiles systems and infrastructure. The primary role is focused on triage of technical issues resolution of incidents/requests and routing of tickets to the correct fix agents where first contact resolution is not possible. Additionally the Sr. Specialist will be expected to analyze ticket data for trends/problems identify process optimization opportunities knowledge development/documentation and issues escalation. Sr. Specialists will engage daily with TMUS collaboration channels ITSM systems/tools access systems and security processes. This is a full time position with shifts supporting 7 days per week. Staff is expected to work in the office.

The Senior Specialists will maintain currency of technical skills supporting network end user compute hardware Virtual systems access/security processes application triage and issue resolution. Soft skills to include customer interaction verbal and written real time problem resolution critical thinking and a professional presence.

Job Responsibilities:

• Provide technical troubleshooting and resolution for system issues and requests. Deliver in the moment guidance to end users.
• Using trend analysis to detect incoming Active Incidents ticketing trends and run bridges for escalated incidents. Escalate major events.
• Develop as Subject Matter Experts for compute issue and access resolution. focusing on refining knowledge articles. Reducing unnecessary or inaccurate legacy knowledge as well as reducing and clarifying knowledge templates.
• Documented Knowledge currency clarity of process and integration of knowledge with Artificial intelligence tools.
• Remain current on new concepts organizational structures technologies and systems being introduced to T-Mobiles infrastructure including how they will impact current operations. Recommend develop implement process improvements to accommodate change.

Education and Work Experience:

• Associate Degree - Qualitative (Preferred)

• 2-4 Years - Service Desk or other IT systems support experience

• 13 Years - Call Center or other phone support roles

Knowledge Skills and Abilities:

• Microsoft (MS)/Apple Operating System Knowledge
• Basic technology security and access principles (certificates MFA MS Entra domain)
• ITSM Knowledge
• Technical triage/trouble shooting techniques
• Attention To Detail
• Communication/Technical Writing
• Business Systems Analysis
• Microsoft Office/Collaboration tools
• Microsoft SharePoint

Licenses and Certifications:

• ITIL Foundations - Preferably ITIL 4 (Preferred)

• KCS Foundations (Preferred)

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

Travel:
Travel Required (Yes/No):

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

Base Pay Range: $23.89 - $43.10

Corporate Bonus Target: 10%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidates actual pay will be based on various factors such as work location qualifications and experience so the actual starting pay will vary within this range.

At T-Mobile employees in regular non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employees eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location T-Mobile our benefits exemplify the spirit of One Team Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases offering medical dental and vision insurance a flexible spending account 401(k) employee stock grants employee stock purchase plan paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave family building benefits back-up care enhanced family support childcare subsidy tuition assistance college coaching short- and long-term disability voluntary AD&D coverage voluntary accident coverage voluntary life insurance voluntary disability insurance and voluntary long-term care insurance. We dont stop there - eligible employees can also receive mobile service & home internet discounts pet insurance and access to commuter and transit programs! To learn about T-Mobiles amazing benefits check out.

Never stop growing!
As part of the T-Mobile team you know the Un-carrier doesnt have a corporate ladderits more like a jungle gym of possibilities! We love helping our employees grow in their careers because its that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity youre living our values while investing in your career growthand we applaud it. Youre unstoppable!

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 or calling 1-. 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.