IT Technical Support / Helpdesk Support in South Jordan, UT 84095

Job description

<div style="text-align:start; text-indent:0px; -webkit-text-stroke-width:0px"> <div><font face="arial, sans-serif"><b>Title: </b>IT Technical Support / Helpdesk Support</font></div> <div><font face="arial, sans-serif"><b>Location: </b>South Jordan, UT 84095</font></div> <div><font face="arial, sans-serif"><b>Duration:</b> 06 Months</font></div> <div><font face="arial, sans-serif"><b>Pay Rate:</b> $21.00/- on W2</font></div> </div> <div style="text-align:start; text-indent:0px; -webkit-text-stroke-width:0px"> </div> <div style="text-align:start; text-indent:0px; -webkit-text-stroke-width:0px"><b>Job Description:</b></div> <div style="text-align:start; text-indent:0px; -webkit-text-stroke-width:0px"><font face="arial, sans-serif"><b>Executive Summary:</b></font> <ul> <li style="margin-left:15px"><font face="arial, sans-serif">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.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">This role is responsible for delivering exceptional customer service, efficiently resolving technical issues, and ensuring accurate documentation in a call/chat ticketing system.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">The ideal candidate will demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">This role also contributes to continuous improvement by identifying opportunities to streamline or automate processes.</font></li> </ul> <font face="arial, sans-serif"><b>Roles and Responsibilities:</b><br /> <b>Customer Support:</b></font> <ul> <li style="margin-left:15px"><font face="arial, sans-serif">Provide front-line support via phone or live chat with professionalism, empathy, urgency, and a customer-first mindset.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Build trust and rapport with end users by demonstrating active listening, advocacy, and clear communication.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Resolve issues or escalate appropriately while managing customer expectations.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Maintain composure and professionalism in high-pressure and difficult situations.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Deliver a consistent and positive customer experience across all interactions.</font></li> </ul> <font face="arial, sans-serif"><b>Communication & Documentation:</b></font> <ul> <li style="margin-left:15px"><font face="arial, sans-serif">Clearly document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Produce accurate, detailed documentation consumable by other agents, end users, and escalation teams.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Use proper netiquette and tone to ensure effective communication, especially in written chat interactions.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Communicate ticket status, next steps, and resolutions to users promptly.</font></li> </ul> <font face="arial, sans-serif"><b>Technical Troubleshooting & Resolution:</b></font> <ul> <li style="margin-left:15px"><font face="arial, sans-serif">Provide high-quality technical support for enterprise software, hardware, peripherals, and infrastructure components.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Perform incident assessment, triage, research, training/education, resolution, and recovery.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Use diagnostic tools and system knowledge to troubleshoot and resolve problems effectively.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Install, modify, clean, or repair hardware and software as required.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Leverage both the chat and call platforms efficiently while handling multiple requests concurrently.</font></li> </ul> <font face="arial, sans-serif"><b>Collaboration & Culture</b></font> <ul> <li style="margin-left:15px"><font face="arial, sans-serif">Collaborate with team members to ensure service excellence and share knowledge.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Be a culture carrier by demonstrating a positive, team-oriented attitude.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Adhere to company policies and procedures, contributing to a safe and professional work environment.</font></li> </ul> <font face="arial, sans-serif"><b>Additional Expectations:</b></font> <ul> <li style="margin-left:15px"><font face="arial, sans-serif">Demonstrates flexibility and willingness to voluntarily support variable shifts including but not limited to: Holidays, Overtime, Shift change, and weekends.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Continuously seek opportunities for self-improvement and operational efficiency.</font></li> </ul> <font face="arial, sans-serif"><b>Qualifications:</b></font> <ul> <li style="margin-left:15px"><font face="arial, sans-serif">High school diploma or GED required.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Preferred: 2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Strong Interpersonal skills, empathy, active listening, and the ability to communicate clearly and professionally in a fast-paced environment are essential.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Excellent customer service and communication skills (written and verbal).</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Strong problem-solving and critical-thinking abilities.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Self-motivated with the ability to work independently and prioritize tasks under pressure.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Technical aptitude with the ability to learn and support a broad range of IT systems and applications.</font></li> <li style="margin-left:15px"><font face="arial, sans-serif">Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems.</font></li> </ul> <div><font face="arial, sans-serif"><b>Responsible for high quality end-user technical support, related to enterprise software and hardware<br /> An understanding of technology and the ability to apply that knowledge to support all existing systems<br /> Provides investigation, diagnosis, resolution and recovery for hardware/software problems</b><br /> <b>Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment.</b></font></div> <div> </div> <div> </div> <div>#CareerBuilder #Monster #Dice #Indeed #LinkedIn</div> <div> </div> <div> </div> </div>

Required Skill Profession

Computer Occupations