IT Service Desk Agent/ IT Support - Ohio
Amicis Global
Job Title: IT Service Desk Agent/ IT Support
Job Location:Columbus, OH
Job Duration: 12 Months + Extension
Shift Requirements:
Customer 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.
- 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.
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.
- 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.
- 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.
- 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.
- 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.
- 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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Vacancy posted 2 days ago
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