IT Support Specialist

Russell Tobin; South Jordan (UT); On-site; USD 52,000 - 60,000; Full time

Job summary

Russell Tobin is seeking a Client Service Desk Agent to be the first point of contact for external clients, delivering technical support across multiple platforms in a fast-paced 24x7x365 environment. You will handle phone inquiries, document issues, and strive for high first-contact resolution while maintaining professionalism.

The role requires strong communication, empathy, and basic IT knowledge. You will document interactions in the ticketing system, assist with troubleshooting, and

Qualifications

• High school diploma or GED required.
• Preferred 2-5 years of customer support experience via phone and chat.
• Strong interpersonal skills, empathy, active listening, and clear professional communication.

Responsibilities

• Provide front-line support via phone with external clients.
• Document all support interactions in the ticketing system with problem details and resolutions.
• Communicate ticket status, next steps, and resolutions promptly.
• Collaborate with team members to ensure service excellence and share knowledge.

Skills

Customer support

Phone support

Active listening

Communication

Education

High school diploma or GED

Tools

Windows OS

Ticketing system

Job description

Location: 680 West 10000 South, South UT 84095

Contract Duration: 12 months with possible extension

Pay Rate: $25/hour (W2).

This position will fill a specific shift of 10:30-7:00 MT

Executive Summary:

The Client Service Desk Agent is the first point of contact for external clients of the firm seeking technical support with a variety of platforms primarily through inbound phone 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 our ticketing system. The ideal candidate will demonstrate expertise in relationship management, entry-level technical 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.

Key Responsibilities:

Customer Support:

• Provide front-line support via phone with external clients demonstrating professionalism, empathy, urgency, and a customer-first mindset.
• Build trust and rapport with clients 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.
• 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.

About us:

Russell Tobin is a leading minority-owned professional and technical recruitment and staffing advisory organization. We are comprised of specialized practices focusing on a variety of skill sets and industries. Having a depth and breadth of industry expertise, our subject matter experts are able to provide tailored and swift sourcing solutions to fulfill client hiring needs. In other words, we connect top talent with companies. We are the staffing arm of the Pride Global network, a minority-owned integrated human capital solutions firm, with additional offerings in vendor management, payroll programs, and business process optimization.

Benefits Disclosure:

“Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.”

Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the 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 all applicable local Fair Chance ordinances.

Accommodations:

We are 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.