IT Service Desk Specialist - 24/7 Frontline Support

JobDiva, Inc.

South Jordan (UT)

On-site

USD 28,000 - 39,000

Part time

4 days ago

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Job summary

JobDiva, Inc. is seeking an IT Service Desk Agent to join our on-site support team in a contract role in Utah. You will be the first point of contact for end users via phone and live chat, documenting issues in our ticketing system and delivering prompt, friendly IT help.

Responsibilities include troubleshooting hardware and software, supporting Windows systems, and maintaining high customer service standards in a fast-paced environment. Afternoon shift coverage is required in South Jordan, UT.

Qualifications

HS diploma or GED required.
2–5 years of customer support experience via phone and chat in a high-tech, fast-paced environment.
Strong interpersonal skills, empathy, active listening, and clear communication.
Excellent customer service and communication skills (written and verbal).
Strong problem-solving and critical-thinking abilities.
Self-motivated and able to work independently, prioritizing tasks under pressure.
Technical aptitude to support a broad range of IT systems and applications.
Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems.
Understanding of technology to support all existing systems.
Ability to investigate, diagnose, resolve, and recover from hardware/software problems.

Responsibilities

Serve as the first point of contact for end users seeking IT support through phone and live chat channels in a 24x7x365 environment.
Deliver exceptional customer service, efficiently resolve technical issues, and ensure accurate documentation in a call/chat ticketing system.
Troubleshoot, multitask, and use knowledge base tools to drive high first-contact resolution rates.
Contribute to continuous improvement by identifying opportunities to streamline or automate processes.
Provide high-quality end-user technical support related to enterprise software and hardware.
Maintain composure and professionalism in high-pressure and difficult situations.
Clearly document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution.
Communicate ticket status, next steps, and resolutions to users promptly.
Collaborate with team members to ensure service excellence and share knowledge.
Adhere to company policies and procedures, contributing to a safe and professional work environment.