IT Support

Pride Global; South Jordan (UT); On-site; USD 28,000 - 40,000; Full time

Benefits offered by this job

Health insurance

Job summary

Pride Global is seeking an IT Support Specialist for a 12-month contract in South Jordan, UT. The role is part of a 24x7x365 service desk environment and requires strong communication and problem-solving skills to assist end users via phone and live chat.

Responsibilities include front-line support, documentation in the ticketing system, and hardware/software troubleshooting. The position offers 25.00 per hour, with weekend/holiday coverage as needed.

Qualifications

• High school diploma or GED is required.
• 2-5 years of customer support experience via phone and chat preferred.
• Strong interpersonal and communication skills.
• Ability to learn and support IT systems.
• Typing and basic Windows navigation.

Responsibilities

• Provide front-line IT support via phone or live chat.
• Document all interactions in the ticketing system.
• Troubleshoot hardware, software, and peripherals.
• Escalate issues as needed and maintain customer-focused service.
• Collaborate with team and adhere to shift schedules.

Skills

Customer service

Phone and chat support

Clear communication

Active listening

Time management

Education

High school diploma or GED

Job description

Our client, a financial industry, is looking to hire an IT Support Specialist inSouth Jordan, UT 84095

Job Title: IT Support

Location: South Jordan, UT 84095

Duration: 12 Months(Contract)

Pay: $25.00/hr

Experience: 2-5 years of related work experience

Shift: 24x7x365 environment; afternoon coverage with shifts ending as late as 6-8 PM local time. Flexibility for weekends, holidays, overtime, and shift changes.

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.

Roles and Responsibilities

• Customer Support:
• Provide front-line support via phone or live chat with professionalism, empathy, urgency, and a customer-first mindset.
• Build trust and rapport with end users by demonstrating active listening, advocacy, and clear communication.
• Resolve issues or elevate appropriately while managing customer expectations.
• Maintain composure and professionalism in high-pressure and difficult situations.
• Deliver a consistent and positive customer experience across all interactions.
• Communication & Documentation:
• Clearly document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution.
• Produce accurate, detailed documentation consumable by other agents, end users, and escalation teams.
• Use proper netiquette and tone to ensure effective communication, especially in written chat interactions.
• Communicate ticket status, next steps, and resolutions to users promptly.
• Technical Troubleshooting & Resolution:
• Provide high-quality technical support for enterprise software, hardware, peripherals, and infrastructure components.
• Perform incident assessment, triage, research, training/education, resolution, and recovery.
• Use diagnostic tools and system knowledge to troubleshoot and resolve problems effectively.
• Install, modify, clean, or repair hardware and software as required.
• Leverage both the chat and call platforms efficiently while handling multiple requests concurrently.
• Collaboration & Culture:
• Collaborate with team members to ensure service excellence and share knowledge.
• Be a culture carrier by demonstrating a positive, team-oriented attitude.
• Adhere to company policies and procedures, contributing to a safe and professional work environment.
• Additional Expectations:
• Demonstrates flexibility and willingness to voluntarily support variable shifts including but not limited to: Holidays, Overtime, Shift change, and weekends.
• Continuously seek opportunities for self-improvement and operational efficiency.

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.

Additional Technical Requirements

• Responsible for high quality end-user technical support, related to enterprise software and hardware
• An understanding of technology and the ability to apply that knowledge to support all existing systems
• Provides investigation, diagnosis, resolution and recovery for hardware/software problems
• Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment

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