IT Service Desk Agent

Responsibilities

• First point of contact for end users seeking IT support through phone and live chat channels in a fast-paced 24x7x365 environment.
• Deliver exceptional customer service, efficiently resolving technical issues, and ensuring accurate documentation in a call/chat ticketing system.
• Demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates.
• Contribute to continuous improvement by identifying opportunities to streamline or automate processes.
• 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.
• Communicate ticket status, next steps, and resolutions to users promptly.
• Provide high-quality technical support for enterprise software, hardware, peripherals, and infrastructure components.
• Perform incident assessment, triage, research, training/education, resolution, and recovery.
• Leverage both the chat and call platforms efficiently while handling multiple requests concurrently.

Requirements

• High school diploma or GED required.
• 2 - 5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.
• Preferred.
• Must meet shift requirements. Afternoon coverage as late as 6 - 8pm local time shift end. Weekend coverage every Sunday as a permanent shift. This includes a 10% base pay increase. Willing and able to work an evening shift, which includes Sundays.
• Strong Interpersonal skills, empathy, active listening, and the ability to communicate clearly and professionally 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.

Qualifications

• 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.

Skills

• 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.

Benefits

• Afternoon coverage as late as 6 - 8pm local time shift end. Weekend coverage every Sunday as a permanent shift. This includes a 10% base pay increase.

Pay

• Not specified.

Schedule

• Not specified.

Contact

If you think you'd be a good match, submit your resume and reach out to Ankit at 201-377-5090 to learn more.