24/7 IT Help Desk Support Specialist

Computing Concepts Inc; Utah; On-site; USD 36,000 - 48,000; Full time

Job summary

Computing Concepts Inc is seeking an IT Service Desk Agent to be the first point of contact for end users seeking IT support via phone and live chat in a fast-paced 24x7x365 environment. You will deliver exceptional customer service, troubleshoot issues, and document resolutions in the ticketing system.

The role requires strong communication, multitasking, and the ability to escalate when needed. You will help improve processes and ensure high first-contact resolution while maintaining

Qualifications

• High school diploma or GED required.
• 2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.
• Strong interpersonal skills, empathy, active listening, and the ability to communicate clearly and professionally in a fast-paced environment are essential.
• Excellent customer service and communication skills (written and verbal).
• Strong problem-solving and critical-thinking abilities.
• Self-motivated with the ability to work independently and prioritize tasks under pressure.
• Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems.

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 elevate 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.
• Collaborate with team members to ensure service excellence
• 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.

Skills

Customer support

Communication

Troubleshooting

Documentation

Team collaboration

Education

High school diploma or GED

Tools

Ticketing system

Job description

Computing Concepts Inc is seeking an IT Service Desk Agent to be the first point of contact for end users seeking IT support via phone and live chat in a fast-paced 24x7x365 environment. You will deliver exceptional customer service, troubleshoot issues, and document resolutions in the ticketing system.

The role requires strong communication, multitasking, and the ability to escalate when needed. You will help improve processes and ensure high first-contact resolution while maintaining