IT Support Specialist

The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, and uses a knowledge base tool along with their expertise to resolve issues in a timely fashion.

Position: IT Support Specialist
Job Id:MOR2JP00015753
Pay Rate:$21/hr W2
Job Location:Alpharetta, GA

Responsibilities include:

• Demonstrate strong customer service skills to provide phone support including:
o Listening to the customer to gain an accurate understanding of the situation
o Being empathetic to the customer's situation and having a sense of urgency to resolve the issue
o Producing accurate, detailed documentation at the client, problem, and incident level
o Resolving conflict
• Responsible for high-quality end-user technical support, related to enterprise software and hardware
• Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 7x24x365 environment.

Qualifications:

• Excellent customer service skills required
• Excellent communication skills required
• Two to five years of proven, qualified related work experience in a comparable complex, high-tech, and fast-paced work environment
• Preferred work experience in a technical support role but not required