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T-Mobile Specialist, Service Desk in Overland Park, Kansas

Specialist, Service Desk

What you’ll do in your role.

Essential Functions

  • Ensures customer satisfaction by responding to service desk contacts. Logs all incidents and service requests and tracks the same through to resolution.

  • Ensures customer incidents and services requests are handled in a timely manner by documenting the impact to the customer and by assigning an appropriate priority along with routing to next level of support if unable to resolve.

  • 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 knowledge 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

  • Also responsible for other Duties/Projects as assigned by business management as needed

The experience you’ll bring.

  • Ability to work in a fast-paced environment with strong dedication to quality customer service and a working knowledge of enterprise-wide service delivery procedures.

  • Strong interpersonal skills and strong verbal and written communication skills. Superior telephone and email etiquette and an ability to interact effectively with customers, vendors, peers and management via multiple contact channels.

  • Strong problem-solving skills and decision-making ability.

  • Strong technical knowledge of desktop and laptop support

  • Strong technical knowledge of Active Directory, Microsoft products, including Windows OS, Outlook, Exchange, Word, Excel, SharePoint & PowerPoint

  • Ability to identify and diagnose moderately complex IT problems and implement solutions rapidly and effectively

  • Strong understanding of troubleshooting and networking fundamentals

  • Minimum 1+ years customer service experience (in any industry)

  • Minimum 1+ years Telecommunications and call center experience

  • Minimum 1+ years previous Service Desk, Help Desk or Desktop Support experience supporting internal customers

  • Type approximately 35 words per minute with accuracy.

Minimum Required



Minimum Required

  • Vocational training/technical training preferred.

  • Associates Degree, Computer science or information technology preferred

Preferred Licenses or Certifications

  • A+ Certified

  • Network + Certification (Net+)

  • Microsoft Certified Professional (MCP)

  • Info Technology Infrastructure Library (ITIL)


  • At least 18 years of age

  • Legally authorized to work in the United States

  • High School Diploma or GED

  • T-Mobile requires all employees in this position to be fully vaccinated for COVID-19 prior to starting work. The CDC defines “fully vaccinated” as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson. T-Mobile will require proof of vaccination and consider requests for exemption from this requirement during the offer phase as a reasonable accommodation for medical reasons or sincerely held religious beliefs where the accommodation would not cause T-Mobile undue hardship or pose a direct threat to the health and safety of others.

Position details

Req ID: 176246BR

Department: Information Technology

Travel Required: No