Job Description

Job Description

Job Description

JOB DESCRIPTION

Job Title: IT Service Desk Agent
Location: South Jordan, UT- ONSITE
Duration: 12 Months
Pay Rate: $21/hr W2

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, resolving technical issues, and documenting interactions accurately. The ideal candidate demonstrates strong troubleshooting skills, multitasking ability, and a customer-first mindset.

Key Responsibilities

Customer Support

• Provide front-line IT support via phone or live chat with professionalism, empathy, and urgency.
• Build trust with users through active listening and clear communication.
• Resolve issues or escalate appropriately while managing expectations.
• Maintain composure in high-pressure situations.

Communication & Documentation

• Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
• Produce clear, detailed documentation consumable by other agents and escalation teams.
• Communicate ticket status, next steps, and resolutions to users promptly.

Technical Troubleshooting & Resolution

• Support enterprise software, hardware, peripherals, and infrastructure.
• Perform incident triage, research, resolution, and recovery.
• Use diagnostic tools effectively to troubleshoot and resolve problems.
• Install, modify, or repair hardware/software as required.
• Handle multiple chat/call requests concurrently.

Collaboration & Culture

• Work collaboratively with peers to ensure service excellence.
• Share knowledge and contribute to a positive, team-oriented culture.
• Follow company policies and promote a safe, professional environment.

Additional Expectations

• Flexibility to support variable shifts, including holidays, weekends, overtime, and shift changes.
• Proactively seek opportunities for self-improvement and process efficiency.

Qualifications

• High school diploma or GED required.
• Preferred: 2–5 years of customer support experience via phone/chat in a high-volume environment.
• Strong interpersonal skills, empathy, and communication (verbal and written).
• Excellent customer service orientation with proven problem-solving skills.
• Ability to prioritize tasks and work independently under pressure.
• Technical aptitude to learn and support a wide range of IT systems and applications.
• Proficiency with typing, email, and Windows-based systems.

Client Notes

• Responsible for high-quality end-user technical support related to enterprise software and hardware.
• Must have an understanding of technology with the ability to apply it to support systems.
• Role involves investigation, diagnosis, resolution, and recovery for hardware/software problems.
• Candidates should bring 2–5 years of proven related work experience in a comparable, high-tech, fast-paced environment.

Global Medical Device Manufacturer

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