Helpdesk Specialist

JOB DESCRIPTION Job Title: IT Service Desk AgentLocation: South Jordan, UT- ONSITEDuration: 12 MonthsPay Rate: $24/hr W2 Executive SummaryThe 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, resolving technical issues, and documenting interactions accurately. The ideal candidate demonstrates strong troubleshooting skills, multitasking ability, and a customer-first mindset. Key ResponsibilitiesCustomer SupportProvide front-line IT support via phone or live chat with professionalism, empathy, and urgency.Build trust with users through active listening and clear communication.Resolve issues or escalate appropriately while managing expectations.Maintain composure in high-pressure situations.Communication & DocumentationDocument all support interactions, troubleshooting steps, and resolutions in the ticketing system.Produce clear, detailed documentation consumable by other agents and escalation teams.Communicate ticket status, next steps, and resolutions to users promptly.Technical Troubleshooting & ResolutionSupport enterprise software, hardware, peripherals, and infrastructure.Perform incident triage, research, resolution, and recovery.Use diagnostic tools effectively to troubleshoot and resolve problems.Install, modify, or repair hardware/software as required.Handle multiple chat/call requests concurrently.Collaboration & CultureWork collaboratively with peers to ensure service excellence.Share knowledge and contribute to a positive, team-oriented culture.Follow company policies and promote a safe, professional environment. Additional ExpectationsFlexibility to support variable shifts, including holidays, weekends, overtime, and shift changes.Proactively seek opportunities for self-improvement and process efficiency. QualificationsHigh school diploma or GED required.Preferred: 2–5 years of customer support experience via phone/chat in a high-volume environment.Strong interpersonal skills, empathy, and communication (verbal and written).Excellent customer service orientation with proven problem-solving skills.Ability to prioritize tasks and work independently under pressure.Technical aptitude to learn and support a wide range of IT systems and applications.Proficiency with typing, email, and Windows-based systems. Client NotesResponsible for high-quality end-user technical support related to enterprise software and hardware.Must have an understanding of technology with the ability to apply it to support systems.Role involves investigation, diagnosis, resolution, and recovery for hardware/software problems.Candidates should bring 2–5 years of proven related work experience in a comparable, high-tech, fast-paced environment.

Salary : $24