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IT Technical Support / Helpdesk Support in South Jordan, UT 84095

IT Technical Support / Helpdesk Support in South Jordan, UT 84095

Amicis Global TechnologiesSouth Jordan, UT, US
1 day ago
Job type
  • Full-time
Job description

IT Technical Support / Helpdesk Support in South Jordan, UT 84095

Location : South Jordan, UT 84095

Duration : 06 Months

Pay Rate : $21.00 per hour on W2

Job Description : Executive 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.
  • This role also contributes to continuous improvement by identifying opportunities to streamline or automate processes.

Roles and 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.
  • Maintain composure and professionalism in high-pressure and difficult situations.
  • Deliver a consistent and positive customer experience across all interactions.

    • Communication & Documentation

  • 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.
  • Use proper netiquette and tone to ensure effective communication, especially in written chat interactions.
  • Communicate ticket status, next steps, and resolutions to users promptly.

    • Technical Troubleshooting & Resolution

  • 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.

    • Collaboration & Culture

  • Collaborate with team members to ensure service excellence and share knowledge.
  • Be a culture carrier by demonstrating a positive, team-oriented attitude.
  • Adhere to company policies and procedures, contributing to a safe and professional work environment.

    • Additional Expectations

  • Demonstrates flexibility and willingness to voluntarily support variable shifts including but not limited to : Holidays, Overtime, Shift change, and weekends.
  • Continuously seek opportunities for self-improvement and operational efficiency.

    • 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 professionally 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.

    • Seniority level : Entry level

    Employment type : Full-time

    Job function : Information Technology

    Industries : IT Services and IT Consulting

    Note : This listing excludes irrelevant boilerplate and focuses on responsibilities, qualifications, and job expectations.

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    It Technical Support • South Jordan, UT, US