IT Support In South Jordan, UT 84095

Job Title: IT Support

Location: South Jordan, UT 84095

Duration: 12 months

Position 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, efficiently resolving technical issues, and ensuring accurate documentation in a call/chat ticketing system. The ideal candidate will demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates.

Responsibilities

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.

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.

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.

Continuously seek opportunities for self-improvement and operational efficiency.

Skills & Qualifications

High school diploma or GED required.

Preferred: 2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.

Strong Interpersonal skills, empathy, active listening, and the ability to communicate clearly and professional in a fast-paced environment are essential.

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.

Responsible for high quality end-user technical support, related to enterprise software and hardware.

An understanding of technology and the ability to apply that knowledge to support all existing systems.

Provides investigation, diagnosis, resolution and recovery for hardware/software problems.

Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment.

Shift Requirements:

Afternoon coverage as late as 6 - 8pm local time shift end.






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