IT Service Desk Agent

Key Responsibilities
Provide front-line support via phone or live chat with professionalism, empathy, urgency, and a customer-first mindset
Build trust and rapport with end users by demonstrating active listening, advocacy, and clear communication
Resolve issues or escalate appropriately while managing customer expectations
Maintain composure and professionalism in high-pressure and difficult situations
Deliver a consistent and positive customer experience across all interactions
Clearly document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution
Produce accurate, detailed documentation consumable by other agents, end users, and escalation teams
Use proper netiquette and tone to ensure effective communication, especially in written chat interactions
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
Use diagnostic tools and system knowledge to troubleshoot and resolve problems effectively
Install, modify, clean, or repair hardware and software as required
Leverage both the chat and call platforms efficiently while handling multiple requests concurrently
Provides investigation, diagnosis, resolution and recovery for hardware/software problems
Collaborate with team members to ensure service excellence and share knowledge
Be a culture carrier by demonstrating a positive, team-oriented attitude
Adhere to company policies and procedures, contributing to a safe and professional work environment
Demonstrate flexibility and willingness to voluntarily support variable shifts including holidays, overtime, shift change, and weekends
Continuously seek opportunities for self-improvement and operational efficiency

Required Qualifications
2+ years of experience
High School Diploma or GED

Skills
Windows-based Systems Support
Enterprise Software Support
Hardware Support
IT Infrastructure Support
Diagnostic Tools
Ticketing Systems
Knowledge Base Tools
Email Communication
Typing and Fundamental Computer Skills
Customer Support
Technical Troubleshooting
Incident Management
Ticketing System Documentation
Written and Verbal Communication
Customer Expectation Management
Multitasking
Knowledge Sharing
Process Improvement
Shift Flexibility

Schedule
Start date: 2026-10-26