IT Support in Alpharetta, GA 30005

Amicis Global; Alpharetta (GA); On-site; USD 40,000 - 60,000; Full time

Job summary

The IT Service Desk Agent at Amicis Global is the first point of contact for end users seeking IT support via phone and live chat in a fast-paced environment. You will deliver high-quality customer service, troubleshoot issues, and document occurrences in the ticketing system.

The role requires strong communication, multitasking, and the ability to work across shift schedules, including afternoon coverage and Sundays with a 10% pay increase.

Qualifications

• High school diploma or GED required.
• Preferred: 2-5 years of customer support experience via phone and chat.
• Strong interpersonal, empathy, active listening, and clear communication.
• Excellent customer service and written/verbal communication skills.
• Strong problem-solving and critical-thinking abilities.
• Self-motivated, able to work independently and prioritize under pressure.
• Technical aptitude to learn and support IT systems and applications.
• Proficient with Windows-based systems and basic computer tasks.
• Experience using knowledge base and ticketing systems.

Responsibilities

• Provide front-line IT support via phone or live chat with professionalism and empathy.
• Document all interactions in the ticketing system with clear problem details and steps.
• Troubleshoot and resolve issues related to enterprise software, hardware, and peripherals.
• Perform incident assessment, triage, and escalation as needed.
• Install, modify, or repair hardware and software as required.
• Collaborate with team members to ensure service excellence.
• Adapt to variable shifts including holidays, overtime, and weekends.

Skills

Customer support

Phone support

Chat support

Troubleshooting

Documentation

Multitasking

Windows OS

Communication

Education

High school diploma or GED

Tools

Ticketing system

Job description

Title: IT Support

Location: Alpharetta, GA 30005

Duration: 12 Months

Shift Requirements:

All applicants must meet shift Requirements.
Afternoon coverage as late as 6 - 8pm local time shift end.
Weekend coverage every Sunday as a permanent shift. This includes a 10% base pay increase.

Roles and Responsibilities:

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.

Shift Requirements:
All applicants must meet shift Requirements.
Afternoon coverage as late as 6 - 8pm local time shift end.
Weekend coverage every Sunday as a permanent shift. This includes a 10% base pay increase.
Key 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.
*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