IT Help Desk Agent - 24/7 Frontline Support

Creative Solutions Services, LLC; Alpharetta (GA); On-site; USD 28,000 - 39,000; Full time

Job summary

Creative Solutions Services, LLC in Alpharetta, GA is seeking an IT Service Desk Agent for a contracted onsite role. You will be the first point of contact for IT support via phone and live chat, documenting issues in the ticketing system and delivering strong customer service.

The position requires a high school diploma or GED and 2 years of IT support experience, with the ability to work late shifts and Sundays in a fast-paced environment.

Qualifications

• High school diploma or GED
• 2 years of IT support, Help Desk, or Service Desk experience
• Experience supporting users by phone, chat, and ticketing systems
• Basic troubleshooting of hardware, software, and Windows systems
• Strong customer service, communication, and problem-solving skills
• Ability to work late shifts and Sundays

Responsibilities

• Serve as the first point of contact for end users seeking IT support through phone and live chat in a fast-paced 24x7x365 environment
• Deliver exceptional customer service and efficiently resolve technical issues
• Ensure accurate documentation in a call/chat ticketing system
• Demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools
• Identify opportunities to streamline or automate processes
• Provide front-line support with professionalism, empathy, urgency, and a customer-first mindset
• Build trust and rapport with end users through active listening and clear communication
• Resolve issues or elevate appropriately while managing customer expectations
• Document all support interactions clearly in the ticketing system
• 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
• Collaborate with team members to ensure service excellence and share knowledge
• Demonstrate a positive, team-oriented attitude
• Adhere to company policies and procedures
• Support variable shifts including Holidays, Overtime, Shift change, and weekends
• Continuously seek opportunities for self-improvement and operational efficiency

Skills

Customer service

Communication

Problem solving

Time management

Team collaboration

Ticketing systems

Education

High school diploma or GED

Job description

Creative Solutions Services, LLC in Alpharetta, GA is seeking an IT Service Desk Agent for a contracted onsite role. You will be the first point of contact for IT support via phone and live chat, documenting issues in the ticketing system and delivering strong customer service.

The position requires a high school diploma or GED and 2 years of IT support experience, with the ability to work late shifts and Sundays in a fast-paced environment.