IT Service Desk

Russell Tobin; Alpharetta (GA); On-site; USD 33,000 - 34,000; Full time

Benefits offered by this job

Healthcare coverage

401(k) retirement savings

Life and disability insurance

Employee discounts

Job summary

Russell Tobin in Alpharetta, GA 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 financial services environment.

The role requires 2–5 years of customer support experience, basic Windows knowledge, and the ability to troubleshoot hardware and software issues. The position offers a 24/7/365 schedule with afternoon shifts and competitive pay of $24–$25 per hour.

Qualifications

• High school diploma or GED required.
• 2–5 years of customer support experience via phone and live chat.
• 2–5 years in a fast-paced, technology-driven environment preferred.
• Strong verbal and written communication skills.
• Basic technical knowledge of Windows-based systems and IT applications.
• Ability to troubleshoot hardware and software issues.

Responsibilities

• Serve as the first point of contact for end users via phone and live chat.
• Provide professional, customer-focused IT support with empathy and clear communication.
• Troubleshoot and resolve hardware, software, and enterprise application issues.
• Document interactions, steps, resolutions, and follow-ups in the ticketing system.
• Manage multiple requests while maintaining service quality and SLAs.
• Escalate complex issues to appropriate teams as needed.
• Identify process improvements to enhance efficiency and first-contact resolution.
• Communicate status and next steps to end users promptly.

Skills

Customer service

Communication

Troubleshooting

Multitasking

Empathy

Education

High school diploma or GED

Tools

Ticketing systems

Knowledge bases

Job description

Our client, a leading financial services organization, is looking to hire an IT Service Desk Agent in [Alpharetta GA].

Pay Rate Range: $[24-25]/hour,

Shift Requirements: Candidates must be flexible to work afternoon shifts ending as late as 6:00–8:00 PM local time. This is a 24/7/365 support environment, and flexibility to work weekends, holidays, overtime, and variable shifts is required.

Responsibilities:

• Serve as the first point of contact for end users seeking IT support via phone and live chat.
• Provide professional, customer-focused technical support while demonstrating empathy, active listening, and clear communication.
• Troubleshoot and resolve hardware, software, enterprise application, peripheral, and system-related issues.
• Investigate, diagnose, triage, and resolve technical incidents, escalating complex issues to the appropriate teams when necessary.
• Document support interactions, troubleshooting steps, resolutions, and follow-up actions accurately in the ticketing system.
• Manage multiple calls and chat requests simultaneously while maintaining service quality and meeting performance expectations.
• Use knowledge bases, diagnostic tools, and available resources to identify solutions and improve first-contact resolution.
• Communicate ticket status, resolutions, and next steps clearly and promptly to end users.
• Collaborate with team members and escalation teams to ensure timely issue resolution and consistent service delivery.
• Identify opportunities to improve support processes, streamline workflows, and enhance operational efficiency.
• Maintain professionalism in high-pressure situations and contribute to a positive, team-oriented work environment.

Requirements:

• High school diploma or GED required.
• Preferred 2–5 years of customer support experience through phone and live chat, or an equivalent combination of education and experience.
• 2–5 years of relevant experience in a complex, technology-driven, fast-paced work environment preferred.
• Strong customer service, interpersonal, written, and verbal communication skills.
• Basic technical knowledge of Windows-based systems, enterprise software, hardware, peripherals, and IT applications.
• Ability to investigate, diagnose, troubleshoot, and resolve hardware and software issues.
• Proficiency in fundamental computer skills, email communication, typing, and navigating multiple systems.
• Strong problem-solving, critical-thinking, multitasking, and organizational skills.
• Ability to work independently, prioritize requests, and remain composed under pressure.
• Experience using ticketing systems, knowledge bases, or technical support tools is preferred.
• Willingness to work flexible shifts, including afternoons, weekends, holidays, and overtime as needed.
• Strong teamwork, adaptability, and a commitment to continuous learning and process improvement.

Russell Tobin offers eligible employees comprehensive healthcare coverage, including medical, dental, and vision plans; supplemental coverage, including accident insurance, critical illness insurance, and hospital indemnity; 401(k) retirement savings; life and disability insurance; an employee assistance program; legal support; auto and home insurance; pet insurance; and employee discounts with preferred vendors.

Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision‑making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including the California Fair Chance Act and applicable local Fair Chance ordinances.

Accommodations

Russell Tobin is committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

San Francisco Candidates:

Under the San Francisco Lactation in the Workplace Ordinance, written notice of lactation accommodation rights will be provided as applicable.