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. That’s how we’re UNSTOPPABLE for our employees!

This role will directly interact with all levels and staff using T‑Mobile’s systems and infrastructure. The primary focus is triage of technical issues, resolution of incidents/requests, and routing of tickets to the correct fix agents where first contact resolution is not possible. The Sr. Specialist will also analyze ticket data for trends/problems, identify process optimization opportunities, develop knowledge articles, and escale issues.

This is a full‑time position with shifts supporting 7 days per week. Staff is expected to work in the office. The Senior Specialist will maintain currency of technical skills supporting network, end‑user compute hardware, virtual systems, access/security processes, application triage, and issue resolution. Soft skills include customer interaction, verbal and written communication, real‑time problem resolution, critical thinking, and a professional presence.

• Provide technical troubleshooting and resolution for system issues and requests. Deliver in‑the‑moment guidance to end users.
• Use trend analysis to detect incoming active incidents, ticketing trends, and run bridges for escalated incidents. Escalate major events.
• Develop as a subject‑matter expert for compute issue and access resolution, focusing on refining knowledge articles.
• Document knowledge currency, process clarity, and integration with artificial intelligence tools.
• Remain current on new concepts, organizational structures, technologies, and systems introduced to T‑Mobile’s infrastructure and recommend process improvements.

• Associate Degree – Preferred
• 2–4 Years – Service Desk or other IT systems support experience (1–3 Years – Call Center or other phone support roles)

• 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 Share Point

• ITIL Foundations – Preferably ITIL 4 (Preferred)
• KCS Foundations (Preferred)

Travel Required:

Yes

Base Pay Range: $23.89 – $43.10

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 on any of these factors is wholly inconsistent with how we do business and will not be tolerated.