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IT Service Desk Agent.
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on Utah data
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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.
$51,400 / year median in Utah
-12% projected decline
Job Description
IT Service Desk Agent.#26-09328
$25 per hour
South Jordan, UT
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
Shift Requirements:
Afternoon coverage as late as 6 - 8 PM local time
Requirements:
High school diploma or GED
2-5 years of IT Support, Help Desk, Service Desk, or Technical Support experience
Experience supporting users through phone, chat, and ticketing systems
Strong troubleshooting skills with hardware, software, and Windows systems
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
Ability to work afternoon/evening shifts and in a fast-paced environment
Preferences:
2-5 years of demonstrated customer support experience via phone and chat
Demonstrated employment stability and a record of successfully completing prior assignments
Responsibilities:
Serve as the first point of contact for end users seeking IT support through phone and live chat channels
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 high-quality technical support for enterprise software, hardware, peripherals, and infrastructure components
Perform incident assessment, triage, research, training/education, resolution, and recovery
Install, modify, clean, or repair hardware and software as required
Collaborate with team members to ensure service excellence and share knowledge
Maintain composure and professionalism in high-pressure and difficult situations
Adhere to company policies and procedures, contributing to a safe and professional work environment
Demonstrate flexibility and willingness to support variable shifts, including holidays, overtime, shift changes, and weekends
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 Sparsh at (862) 895-5696 to learn more. #HbM6349