Service Desk Tech Rep

At MoneyGram, we’re combining the strength of a trusted global brand with the agility of a tech-forward, growth driven culture. With 80+ years of experience and a presence in more than 200 countries and territories, we’ve built a foundation of stability and trust to help millions of people around the world send funds quickly, securely, and affordably. We’re looking for bold thinkers, builders, technologists, and sellers who want real ownership of their work, thrive in collaborative environments, and are energized by solving complex challenges. Here, you’ll have the opportunity to make a measurable impact - fast. If you’re eager to shape the future of cross-border payments and financial services, join us as we transform how the world moves money.

Service Desk Technical Representative

About the Role

The Service Desk Technical Representative is a detail-oriented and customer-focused position. This position serves as the first point of contact for customers experiencing technical issues and will provide timely, effective troubleshooting and solutions. You will be responsible for diagnosing, resolving, or escalating IT-related problems across various hardware, software, and network systems.

Primary Responsibilities

• Serve as the primary point of contact for customer IT support, via phone, email, and chat.
• Provide prompt troubleshooting and technical support for software, hardware, and network issues.
• Document, track, and monitor issues in the ticketing system to ensure timely resolution.
• Escalate complex or unresolved issues to the appropriate internal teams (Level 2/3 support) or external vendors.
• Provide support for Microsoft 365 applications, password resets, multi-factor authentication (MFA), and account access issues.
• Assist with the setup, configuration, and maintenance of user accounts, software, and hardware.
• Maintain knowledge base and support documentation for internal and customer use.
• Follow company protocols for issue resolution, providing updates to customers at regular intervals.
• Maintain a high level of customer satisfaction through professional and timely communication.
• Contribute to the continuous improvement of service desk procedures and practices.
• Support a global user base across multiple time zones and locations.

Do you have experience in VPN?, Do you have a High school diploma or GED?, * Working knowledge of Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.

• Basic understanding of Active Directory, Entra ID (Azure AD), identity management, and account administration.
• Familiarity with VPN connectivity, remote access technologies, and multi-factor authentication solutions.
• Experience using IT Service Management (ITSM) platforms such as ServiceNow.
• Strong troubleshooting and analytical skills with the ability to diagnose technical issues remotely.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation and ability to manage difficult situations professionally.
• Ability to prioritize work effectively in a fast-paced, metrics-driven environment.
• Experience working within service level agreements (SLAs) and key performance indicators (KPIs).
• Associate’s degree from an accredited institution, high school diploma/GED, or equivalent combination of education and experience.
• Minimum 1-3 years of experience in a Service Desk, Help Desk, Technical Support, or Customer Support role supporting enterprise technologies.

Pulled from the full job description

• Parental leave
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Paid holidays, Here Are Some Reasons You Will Love Working At MoneyGram!
• Remote first flexibility
• Generous PTO
• 13 Paid Holidays
• Medical / Dental / Vision Insurance
• Life, Disability, and other benefits
• 401k with competitive Employer Match
• Community Service Days
• Generous Parental Leave

MoneyGram International, Inc. is a global financial technology leader, empowering consumers and businesses to send and manage money across over 200 countries and territories. With an industry-leading app and one of the world’s largest cash distribution networks, MoneyGram processes more than $200 billion annually, serving over 50 million people. A pioneer in blockchain technology, the company enables customers to buy, sell, and hold digital currencies, with over 50% of transactions now digital. Headquarters in Dallas, Texas, MoneyGram is celebrated for its strong culture, earning the Top Workplaces USA award three years in a row., About MoneyGram MoneyGram is a global payments network built to move money across borders with speed, simplicity and trust. Its omnichannel platform empowers consumers, developers and agents to transfer cash, fiat and stablecoin however it works best for them. The company serves over 50 million customers a year across 200+ countries and territories, nearly half a million retail locations and a rapidly expanding digital ecosystem reaching billions of devices. As one of the most recognized and trusted names in global payments, MoneyGram continues to reinvent how money moves - helping people around the world support their loved ones and build better futures. MoneyGram is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law.