Information Technology Help Desk Support

Executive Summary:

The IT Service Desk Agent is the first point of contact for end users seeking IT support through phone and live chat channels in a fast-paced 24x7x365 environment. This role is responsible for delivering exceptional customer service, efficiently resolving technical issues, and ensuring accurate documentation in a call/chat ticketing system. The ideal candidate will demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates. This role also contributes to continuous improvement by identifying opportunities to streamline or automate processes.

Qualifications:

• High school diploma or GED required.

• Preferred: 2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.

• Strong Interpersonal skills, empathy, active listening, and the ability to communicate clearly and professional in a fast-paced environment are essential.

• Excellent customer service and communication skills (written and verbal).

• Strong problem-solving and critical-thinking abilities.

• Self-motivated with the ability to work independently and prioritize tasks under pressure.

• Technical aptitude with the ability to learn and support a broad range of IT systems and applications.

• Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems.

Key Responsibilities:

Customer Support:

• Provide front-line support via phone or live chat with professionalism, empathy, urgency, and a customer-first mindset.

• Build trust and rapport with end users by demonstrating active listening, advocacy, and clear communication.

• Resolve issues or escalate appropriately while managing customer expectations.

• Maintain composure and professionalism in high-pressure and difficult situations.

• Deliver a consistent and positive customer experience across all interactions.

Communication & Documentation:

• Clearly document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution.

• Produce accurate, detailed documentation consumable by other agents, end users, and escalation teams.

• Use proper netiquette and tone to ensure effective communication, especially in written chat interactions.

• Communicate ticket status, next steps, and resolutions to users promptly.

Technical Troubleshooting & Resolution:

• Provide high-quality technical support for enterprise software, hardware, peripherals, and infrastructure components.

• Perform incident assessment, triage, research, training/education, resolution, and recovery.

• Use diagnostic tools and system knowledge to troubleshoot and resolve problems effectively.

• Install, modify, clean, or repair hardware and software as required.

• Leverage both the chat and call platforms efficiently while handling multiple requests concurrently.

Collaboration & Culture

• Collaborate with team members to ensure service excellence and share knowledge.

• Be a culture carrier by demonstrating a positive, team-oriented attitude.

• Adhere to company policies and procedures, contributing to a safe and professional work environment.

Additional Expectations:

• Demonstrates flexibility and willingness to voluntarily support variable shifts including but not limited to: Holidays, Overtime, Shift change, and weekends.

• Continuously seek opportunities for self-improvement and operational efficiency.

***Responsible for high quality end-user technical support, related to enterprise software and hardware

An understanding of technology and the ability to apply that knowledge to support all existing systems

Provides investigation, diagnosis, resolution and recovery for hardware/software problems

Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment**