Service Desk Agent

ApTask; Columbus (OH); On-site; USD 38,000 - 48,000; Full time

Job summary

ApTask is seeking Service Desk Agents to join a fast-paced enterprise IT support environment with multiple openings across Columbus, OH; South Jordan, UT; and Alpharetta, GA. These are onsite, 12-month contract opportunities focused on providing high-quality technical support to end users via phone and live chat.

As an IT Service Desk Agent, you will be the first point of contact, troubleshoot hardware, software and enterprise applications, document interactions, and escalate when needed.

Qualifications

• High school diploma or GED.
• Strong customer-service and communication skills.
• Strong troubleshooting and critical-thinking abilities.
• Ability to multitask and prioritise in a fast-paced environment.
• Basic computer proficiency, including Windows, email, typing, and navigating enterprise systems.
• Ability to work independently while also contributing effectively to a team.

Responsibilities

• Provide front-line technical support through phone and live chat
• Troubleshoot hardware, software, peripherals, Windows systems, and enterprise applications
• Investigate, diagnose, resolve, and recover from technical issues
• Perform incident assessment, triage, research, and resolution
• Escalate complex issues to the appropriate technical teams
• Manage multiple customer requests while maintaining service quality
• Set clear expectations and communicate ticket status and next steps

Skills

Customer service

Communication

Troubleshooting

Multitasking

Windows OS

Live chat support

Education

High school diploma or GED

Tools

Ticketing system

Job description

We are seeking Service Desk Agents to join a fast-paced enterprise IT support environment. We have multiple openings across three locations: Columbus, OH; South Jordan, UT; and Alpharetta, GA. These are onsite, 12-month contract opportunities focused on providing high-quality technical support to end users through phone and live chat. The ideal candidate will have strong technical troubleshooting skills along with excellent customer service, communication, and problem-solving abilities.

Available Locations:

Job Title: Service Desk Agent

About the Role:

As an IT Service Desk Agent, you will serve as the first point of contact for end users seeking technical assistance. You will troubleshoot and resolve hardware, software, application, and system-related issues while ensuring every interaction is professionally documented. This role operates in a 24x7x365 support environment, so flexibility and willingness to work varied shifts are essential.

Responsibilities

• Customer & Technical Support
• Provide front-line technical support through phone and live chat
• Troubleshoot hardware, software, peripherals, Windows systems, and enterprise applications
• Investigate, diagnose, resolve, and recover from technical issues
• Perform incident assessment, triage, research, and resolution
• Escalate complex issues to the appropriate technical teams
• Manage multiple customer requests while maintaining service quality
• Set clear expectations and communicate ticket status and next steps

Documentation

• Accurately document customer interactions in the ticketing system
• Record problem details, troubleshooting performed, and resolutions
• Create clear documentation that can be used by other service desk agents and escalation teams
• Maintain professional communication and proper netiquette, particularly during chat interactions
• Collaborate with team members and escalation teams
• Share technical knowledge and best practices
• Maintain a positive, professional, team-oriented attitude
• Identify opportunities to improve, streamline, or automate support processes
• Continuously develop technical and customer-service skills

Required

• High school diploma or GED
• Strong customer-service and communication skills
• Strong troubleshooting and critical-thinking abilities
• Ability to multitask and prioritise in a fast-paced environment
• Basic computer proficiency, including Windows, email, typing, and navigating enterprise systems
• Ability to work independently while also contributing effectively to a team

Preferred

• 2–5 years of IT service desk, help desk, technical support, or related customer-support experience
• Experience providing support through phone and live chat
• Experience supporting enterprise software and hardware
• Experience working in a complex, high-tech, fast-paced environment

Pay range and compensation package

Schedule flexibility is required. Afternoon coverage may extend until 6:00–8:00 PM local time. Every Sunday is a permanent scheduled shift. Sunday coverage includes a 10% base-pay increase. Flexibility may also be required for holidays, overtime, shift changes, and additional weekend coverage. Candidates must be comfortable working within these scheduling requirements.

Equal Opportunity Statement

The ideal candidate is customer-focused and empathetic, technically curious and eager to learn, comfortable handling difficult or high-pressure situations, a strong communicator and active listener, organised and detail-oriented, able to troubleshoot problems logically, comfortable handling multiple requests simultaneously, flexible with shifts and weekend requirements, and committed to delivering a positive End-user experience.