Desktop Support Specialist

ApTask; Columbus (OH); On-site; USD 38,000 - 52,000; Full time

Job summary

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

The role emphasizes strong interpersonal skills, problem-solving, and the ability to multitask while using knowledge base tools to drive high first-contact resolution.

Qualifications

• High school diploma or GED required.
• 2-5 years of demonstrated customer support experience via phone and chat preferred.
• Excellent interpersonal and communication skills in a fast-paced environment.
• Strong customer service and written/verbal communication skills.
• Strong problem-solving and critical-thinking abilities.
• Self-motivated with ability to work independently and prioritize under pressure.
• Technical aptitude with ability to learn and support a broad range of IT systems and applications.
• Proficient typing, email communication, and Windows-based navigation.

Responsibilities

• Serve as the first point of contact for end users via phone and live chat.
• accurately document issues in the ticketing system and ensure timely updates.
• Troubleshoot and resolve a wide range of IT issues with a focus on first-contact resolution.
• Identify opportunities to streamline or automate processes for continuous improvement.

Skills

Customer support

Communication

Problem-solving

Multitasking

Typing

Education

High school diploma or GED

Job description

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, efficiently resolving technical issues, and ensuring accurate documentation in a call/chat ticketing system. The ideal candidate will demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates. This role also contributes to continuous improvement by identifying opportunities to streamline or automate processes.

Qualifications:

• High school diploma or GED required.
• Preferred: 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 professional 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.
• Technical aptitude with the ability to learn and support a broad range of IT systems and applications.
• Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems.