24/7 IT Service Desk Specialist (Contract)

Russell Tobin; South Jordan (UT); Sur place; USD 63 259 000 - 68 770 000; Plein temps

Avantages offerts par ce poste

Health insurance

Dental insurance

Vision insurance

401(k)

Life & disability

Employee assistance

Legal support

Insurance discounts

Résumé du poste

Russell Tobin is seeking a proactive IT Service Desk Agent to act as the first point of contact for end users seeking technical support via phone and live chat. You will troubleshoot enterprise hardware, software, and infrastructure while documenting in the ticketing system and keeping users informed of next steps.

The role requires strong technical aptitude, excellent communication, and the ability to manage multiple requests in a fast-paced environment with flexibility for variable shifts,

Qualifications

• High school diploma or GED required.
• 2–5 years of customer support experience via phone and chat preferred.
• Experience in a fast-paced, high-tech environment is a plus.
• Strong technical aptitude and ability to learn IT systems.
• Excellent verbal and written communication; professional phone/chat etiquette.
• Ability to prioritize, multitask, and remain composed under pressure.

Responsabilités

• Provide front-line IT support via phone and live chat with a customer-first approach.
• Troubleshoot and resolve issues involving hardware, software, peripherals, and infrastructure.
• Perform incident triage, diagnosis, resolution, and recovery.
• Document interactions accurately in the ticketing system with details and resolutions.
• Communicate ticket status and next steps clearly to users.
• Use knowledge bases and tools to diagnose and fix issues efficiently.
• Install, modify, or repair hardware and software as needed.
• Manage multiple requests and meet performance standards.
• Escalate unresolved issues and collaborate with teammates.
• Identify workflow improvements and drive process efficiency.
• Maintain a positive, team-oriented attitude and adhere to policies.

Connaissances

Customer support

Excellent communication

Empathy

Active listening

Multitasking

Typing

Formation

High school diploma or GED

Outils

Windows OS

Ticketing systems

Description du poste

Russell Tobin is seeking a proactive IT Service Desk Agent to act as the first point of contact for end users seeking technical support via phone and live chat. You will troubleshoot enterprise hardware, software, and infrastructure while documenting in the ticketing system and keeping users informed of next steps.

The role requires strong technical aptitude, excellent communication, and the ability to manage multiple requests in a fast-paced environment with flexibility for variable shifts,