IT Helpdesk Support

Job Title : IT Helpdesk Support

Location : Columbus, OH

Job Duration : 12 months

Pay Rate : $21 / hr W2

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.

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

Qualifications :

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