Veterans Sourcing Group

Compensation

Full Description

JOB DESCRIPTION Job Title: IT Service Desk Agent Location: South Jordan, UT- ONSITE Duration: 12 Months Pay Rate: $24/hr W2 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, resolving technical issues, and documenting interactions accurately. The ideal candidate demonstrates strong troubleshooting skills, multitasking ability, and a customer-first mindset. Key Responsibilities Customer Support • Provide front-line IT support via phone or live chat with professionalism, empathy, and urgency. • Build trust with users through active listening and clear communication. • Resolve issues or escalate appropriately while managing expectations. • Maintain composure in high-pressure situations. Communication & Documentation • Document all support interactions, troubleshooting steps, and resolutions in the ticketing system. • Produce clear, detailed documentation consumable by other agents and escalation teams. • Communicate ticket status, next steps, and resolutions to users promptly. Technical Troubleshooting & Resolution • Support enterprise software, hardware, peripherals, and infrastructure. • Perform incident triage, research, resolution, and recovery. • Use diagnostic tools effectively to troubleshoot and resolve problems. • Install, modify, or repair hardware/software as required. • Handle multiple chat/call requests concurrently. Collaboration & Culture • Work collaboratively with peers to ensure service excellence. • Share knowledge and contribute to a positive, team-oriented culture. • Follow company policies and promote a safe, professional environment. Additional Expectations • Flexibility to support variable shifts, including holidays, weekends, overtime, and shift changes. • Proactively seek opportunities for self-improvement and process efficiency. Qualifications • High school diploma or GED required. • Preferred: 2–5 years of customer support experience via phone/chat in a high-volume environment. • Strong interpersonal skills, empathy, and communication (verbal and written). • Excellent customer service orientation with proven problem-solving skills. • Ability to prioritize tasks and work independently under pressure. • Technical aptitude to learn and support a wide range of IT systems and applications. • Proficiency with typing, email, and Windows-based systems. Client Notes • Responsible for high-quality end-user technical support related to enterprise software and hardware. • Must have an understanding of technology with the ability to apply it to support systems. • Role involves investigation, diagnosis, resolution, and recovery for hardware/software problems. • Candidates should bring 2–5 years of proven related work experience in a comparable, high-tech, fast-paced environment.