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IT Service Desk Agent/ IT Support - Ohio

Amicis Global

  • Columbus, OH
  • 11 days ago

    Highlights

    This role is responsible for delivering exceptional customer service, efficiently resolving technical issues, and ensuring accurate documentation in a call/chat ticketing system. 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.

    Numbers & Facts

    LocationColumbus, OH

    Description

    Job Title: IT Service Desk Agent/ IT Support
    Job Location:Columbus, OH
    Job Duration: 12 Months + Extension


    Shift Requirements:
    • All applicants must meet shift Requirements. Afternoon coverage as late as 6 - 8pm local time shift end.
    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.
    Key Responsibilities:
    Customer Support:
    • 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 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.

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