Job Description

Job Summary The Service Desk Agent is the first point of contact for users seeking IT support. This role is critical in delivering exceptional customer service and resolving technical issues quickly and professionally. The Service Desk Agent is responsible for answering inbound calls, documenting issues, and using available tools and expertise to resolve or escalate incidents. This role focuses on first-call resolution, process improvement, and a consistent, high-quality support experience. Key Responsibilities Provide exceptional front-line phone support to end users, demonstrating strong listening, empathy, and problem-solving skills Accurately document incidents and requests in the call tracking system at the client, problem, and incident levels Troubleshoot and resolve software and hardware issues, including installations, modifications, diagnostics, and repairs Utilize a knowledge base and internal tools to drive timely resolution of issues Collaborate with IT teams and escalate complex incidents as needed Ensure adherence to established SLAs and provide updates to end users throughout issue resolution Handle support through various channels including phone, chat, and occasional in-person interactions Assess, triage, research, and resolve technical issues across enterprise applications and infrastructure in a fast-paced environment Promote and maintain a professional demeanor, especially in high-pressure or conflict situations Educate and guide users through best practices and proper technology use Contribute to continuous improvement by identifying opportunities to streamline or automate support processes Provide after-hours and weekend support under general oversight as part of the 24/7/365 coverage model Required Qualifications High School Diploma or GED with relevant work experience 2–5 years of experience in a fast-paced, high-tech environment providing technical support Excellent customer service and interpersonal communication skills Strong technical troubleshooting skills across both software and hardware systems Ability to work independently, multitask, and prioritize in a high-pressure environment Willingness and flexibility to work variable shifts, including evenings, weekends, and holidays Preferred Qualifications (if any) Experience in a technical support, help desk, or service desk role Familiarity with enterprise systems and applications (e.g., Active Directory, Office 365, remote support tools) Exposure to ITIL service management practices or formal ticketing systems (e.g., ServiceNow, Remedy) Certifications (if any) No certifications required A+, HDI, or ITIL Foundation certifications are a plus Education: High School Compunnel

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