Job Description
Job Description
**Description:
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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.
**Required:
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Two to five years of proven, qualified related work experience in a comparable complex, high-tech, and fast-paced work environment
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Responsible for high-quality end-user technical support related to enterprise software and hardware
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An understanding of technology and the ability to apply that knowledge to support all existing systems
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Provide investigation, diagnosis, resolution, and recovery for hardware/software problems
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Excellent customer service and communication skills required
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Preferred work experience in a technical support role but not required.
**Shift Requirements:
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All applicants must meet shift Requirements.
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Afternoon coverage as late as 6 - 8 pm local time shift end.
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Weekend coverage every Sunday as a permanent shift.
**Qualifications:
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High school diploma or GED required.
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Preferred: 2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.
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Strong Interpersonal skills, empathy, active listening, and the ability to communicate clearly and professionally in a fast-paced environment are essential.
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Excellent customer service and communication skills (written and verbal).
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Strong problem-solving and critical-thinking abilities.
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Self-motivated with the ability to work independently and prioritize tasks under pressure.
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Technical aptitude with the ability to learn and support a broad range of IT systems and applications.
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Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems.