Job Description
Job Title: IT Support Representative
Education Level: High School Diploma / GED
Rate: $19 - $21/Hour
Location: Alpharetta, GA
Company Overview:
Pride Global offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity), 401(k) retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home, and pet insurance, and employee discounts with preferred vendors.
Position Summary:
The Service Desk Agent is the first point of contact for users calling the IT Service Desk. This role involves providing best-in-class customer service, resolving technical issues efficiently, and identifying opportunities to streamline or automate processes. The Service Desk Agent is expected to achieve high levels of first-call resolution while using a knowledge base and expertise to address user needs.
Key Responsibilities:
- Provide strong phone support by:
- Listening attentively to understand the issue.
- Showing empathy and urgency in resolving problems.
- Documenting client interactions and issues accurately.
- Managing conflict resolution professionally.
- Deliver high-quality end-user support for enterprise software and hardware.
- Assess, triage, research, educate, and resolve technical incidents/requests in a 24/7/365 environment.
- Provide after-hours and weekend support as needed under general oversight.
- Demonstrate attention to detail, teamwork, follow-through, and a positive attitude.
- Apply technical knowledge to support all existing systems.
- Support client computing needs via phone, online chat, and in person with professionalism.
- Build rapport and trust with users by ensuring timely resolution or escalation and consistent communication.
- Offer user guidance while maintaining professionalism in difficult situations.
- Investigate, diagnose, and resolve hardware/software issues.
- Install, modify, run diagnostics, and repair computer hardware/peripherals and software.
Qualifications:
- Excellent customer service and communication skills.
- 2–5 years of relevant experience in a fast-paced, high-tech environment.
- Preferred experience in a technical support role.
- High school diploma or GED with relevant work experience.
- Ability to quickly diagnose and resolve problems in complex environments.
- Self-motivated and capable of working independently under pressure.
- Willingness to work variable shifts, including evenings, weekends, and holidays.
Key Technical Focus:
- High-quality technical support for enterprise software/hardware.
- Applying technology knowledge to support existing systems.
- Diagnosing and resolving hardware/software issues effectively.