Service Desk Engineer I

This job is located at 814 Commerce Drive, Oak Brook, IL 60523

PLS^® Overview:

Why PLS? Because You Deserve Better!^® PLS — which stands for People – Location – Service — is a leading retail provider of financial services. The “P” comes first, because our customers are at the center of everything we do, and we recognize that it’s our exceptional team members who go above and beyond every day. The PLS Group, headquartered in Chicago, is comprised of over 200 financial service centers in 12 states. Through our check cashing stores, we provide consumers with convenient financial products and services to help them manage their day-to-day financial needs. Although many of our customers have banking relationships, we believe that our customers use our financial services because they are convenient, transparent, and frequently more affordable than available traditional alternatives. PLS was founded in 1997 by Bob and Dan Wolfberg, who serve as Co-Presidents.

Position Overview:

The primary objective of the Service Desk Engineer is to provide first contact resolution to critical issues/concerns received via phone call or email-generated ticket. This will be achieved by troubleshooting, diagnosing and resolving problems at first point of contact or escalating issues as necessary.

The Service Desk Engineer will remain the main point of contact with the customer, maintaining ownership of the original issue and acting as liaison between the Customer and Service Teams until resolution.

This is a demanding support position, requiring excellent customer service skills, technical troubleshooting aptitude and the ability to articulate solutions clearly and confidently to end users of varying skill levels.

Job Responsibilities:

• Utilize discretionary trouble shooting methods to identify resolutions within specified SLA (Service Level Agreement) timeframe
• Provide incident resolution in a professional, courteous manner, using phone, email and remote tools
• Log incidents, categorizing and prioritizing them in line with team procedures
• Conduct full and thorough diagnostics with end users to enable frequent first contact resolution
• Ensure all issues/ticket items are progressed & cleared within SLA – escalating to other teams as appropriate
• Manage issues through their entire lifecycle from the first point of contact to resolution, proactively keeping the customer informed of progress
• Diagnose and resolve problems to the customer’s satisfaction
• Maintain and develop own knowledge and skills to assist with fault resolution
• Identify and escalate repeat issues or service risks
• Share knowledge and solutions with teammates and colleagues in other departments.

Job Requirements:

• Minimum of one year of Help Desk/Technical Support experience
• Proven ability in supporting Windows OS, MS Office Suites, Active Directory, WAN\LAN technologies, PC hardware
• Must be able to demonstrate a “Customer-First” approach to support
• Natural aptitude and enthusiasm for troubleshooting and problem-solving
• Excellent oral and written communication skills, including the ability to interact effectively with executives, engineers, sales, vendors and peers
• Must be comfortable working in a fast-paced team environment
• Ability to work variable schedules which can include weekends, nights, and holidays as required
• Ability to participate in After Hours on-call rotation
• Technical certifications (A+, N+, MCP, etc.) preferred
• English and Spanish bilingual preferred

Working Conditions and Physical Requirements:

• This role requires regular in-person collaboration with team members at our Oak Brook Support Center.
• Must be able to sit and/or stand for extended periods
• Must be able to lift up to 15 lbs. with little assistance
• Must be able to work in restrictive spaces and maintain concentration in a busy environment with moderate to high noise levels
• Must manage several tasks at one time and handle frequent interruptions to meet the needs and requests of customers

Benefits:

Benefits for eligible team members include medical/dental/vision, 401(k), vacation, opportunities for advancement, and ongoing training.

We strive to demonstrate our Core Values in all positions at PLS:

Communication ● Customer Focus ● Integrity and Trust ● Teamwork ● Results

PLS is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. PLS is a drug-free workplace. PLS provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify your Recruiter or a member of our Human Resources team at [email protected] to make arrangements. The decision on granting accommodation will be made on a case-by-case basis.

For jobs located in the City of Los Angeles, consistent with the requirements of the Fair Chance Initiative for Hiring Ordinance, qualified applicants with criminal histories will be considered for employment