Find Jobs
Find Jobs Near You – Available Work in Your Location
IT Service Desk Agent
Career Insights for Help Desk Technician / Analyst
See where this job fits in the broader career landscape. Knowing your career path helps you see what's possible from here.
Scorecard
Based on Georgia data
Review key factors to help you decide if this role fits your goals. How is this calculated?
What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$47,978 / year median in Georgia
-1% projected decline
Job Description
IT Service Desk Agent#26-09235
$25 per hour
Alpharetta, GA
Onsite Job Description At-a-Glance:
Are you ready to build your career by joining a global financial institution. If so, our client is hiring a IT Service Desk Agent.
Position Type:
Contract
Onsite Required:
High school diploma or GED.
2-5 years of IT Support, Help Desk, Service Desk, or Technical Support experience.
Experience supporting users via phone, chat, and ticketing systems.
Strong interpersonal skills, empathy, active listening, and clear communication.
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.
Must be able to work afternoon/evening shifts (up to 6-8 PM local time) and every Sunday.
Preferences:
2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.
Responsibilities:
Serve as the first point of contact for end users seeking IT support through phone and live chat channels in a fast-paced 24x7x365 environment.
Deliver exceptional customer service, efficiently resolve technical issues, and ensure accurate documentation in a call/chat ticketing system.
Demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates.
Contribute to continuous improvement by identifying opportunities to streamline or automate processes.
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 escalate 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.
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.
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.
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.
Demonstrate 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. Get in
Touch:
We want to hear from you! If you think you'd be a good match, submit your resume and reach out to Ankit at (201) 377-5090 to learn more. #LI-VK1
#HbM6349