IT Support - UT

Amicis Global; South Jordan (UT); Sur place; USD 42 000 - 66 000; Plein temps

Résumé du poste

Amicis Global in South Jordan, UT is seeking an IT Service Desk Agent to be the first point of contact for end users, providing phone and live chat support in a fast-paced 24x7 environment. You will resolve issues and document steps clearly in the ticketing system.

The role requires troubleshooting and multitasking with a customer-first mindset. You will support enterprise software and hardware, contribute to process improvements, and adapt to rotating shifts, including holidays and weekends.

Qualifications

• High school diploma or GED required.
• 2-5 years of demonstrated customer support experience via phone and chat.
• Strong interpersonal and communication skills for fast-paced environments.

Responsabilités

• Provide front-line support via phone or live chat with professionalism and empathy.
• Document interactions in the ticketing system with problem details and resolutions.
• Troubleshoot and resolve issues for enterprise software and hardware.
• Collaborate with team and adapt to variable shifts, including holidays and weekends.

Connaissances

Customer service

Active listening

Empathy

Clear communication

Problem solving

Time management

Independent worker

Multitasking

Technical aptitude

Formation

High school diploma or GED

Outils

Windows OS

Typing

Email tools

Description du poste

Job Title: IT Service Desk Agent

Job Location:South Jordan, UT, 84095

Job Duration: 12 Months + Extension

Executive Summary

• 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.

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 escape 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.