IT Service Desk Agent

Position Type: Contract

Requirements

• High school diploma or GED
• 2 years of IT support, Help Desk, or Service Desk experience
• Experience supporting users by phone, chat, and ticketing systems
• Basic troubleshooting of hardware, software, and Windows systems
• Strong customer service, communication, and problem-solving skills
• Ability to work late shifts and Sundays

Preferences

• 2-5 years of customer support experience via phone and chat
• Technical aptitude with IT systems and applications

Responsibilities

• Serve as the first point of contact for end users seeking IT support through phone and live chat in a fast-paced 24x7x365 environment
• Deliver exceptional customer service and efficiently resolve technical issues
• Ensure accurate documentation in a call/chat ticketing system
• Demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools
• Identify opportunities to streamline or automate processes
• Provide front-line support with professionalism, empathy, urgency, and a customer-first mindset
• Build trust and rapport with end users through active listening and clear communication
• Resolve issues or escalate appropriately while managing customer expectations
• Document all support interactions clearly in the ticketing system
• 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
• Collaborate with team members to ensure service excellence and share knowledge
• Demonstrate a positive, team-oriented attitude
• Adhere to company policies and procedures
• Support variable shifts including Holidays, Overtime, Shift change, and weekends
• Continuously seek opportunities for self-improvement and operational efficiency