Information Technology Help Desk Support

Position – IT Help Desk

Location – Columbus, OH

Duration – 6Months+ Contract to hire.

Rate - $20 - $21

We are seeking a Service Desk Agent to join our team as the primary point of contact for users reaching out to our IT Service Desk. As a Service Desk Agent, you will embody our commitment to exceptional customer service, providing timely assistance while maintaining a keen focus on issue resolution.

Responsibilities:

Deliver exemplary customer service over the phone, addressing user inquiries with empathy, urgency, and accuracy.

Document all interactions thoroughly and precisely within our call tracking system.

Resolve conflicts with tact and diplomacy, ensuring customer satisfaction remains paramount.

Provide technical support for enterprise software and hardware, demonstrating proficiency in troubleshooting and problem-solving.

Assess, triage, and resolve incidents and requests related to software products and infrastructure components in a dynamic 24/7 environment.

Offer after-hours and weekend support as needed, under general supervision.

Exhibit attention to detail, follow-through, and a collaborative attitude within a team environment.

Utilize a deep understanding of technology to support diverse systems effectively.

Foster positive customer interactions, establishing trust and rapport while addressing issues promptly and professionally.

Offer guidance and support to internal end users, always maintaining clear communication and professionalism.

Conduct investigation, diagnosis, and recovery for hardware and software issues.

Perform installation, modification, and repair tasks for computer hardware and peripherals.

Qualifications:

Exceptional customer service and communication skills are essential.

Demonstrated experience in a comparable high-tech, fast-paced environment (2-5 years preferred).

Technical support experience is advantageous but not required.

High school diploma or GED with relevant work experience is required.

Ability to diagnose and resolve problems efficiently in complex environments.

Self-motivated with the capacity to excel under pressure and work independently.

Willingness to work flexible shifts, including evenings, weekends, and holidays.