IT Customer Support - Chat

Job Title: IT Customer Support - Chat
Shift: Training Standard Business Hours
Interview Type: On-Site
Location: 680 West 1000 South, South Jordan, UT 84095 (Fully On-Site)
Contract Length: 12 months
Extension/Conversion: Possible, based on performance, attendance, and business need

This is a great opportunity to join a leading financial and wealth management organization that offers room for growth and advancement.

The IT Service Desk Agent serves as the first point of contact for end users seeking IT support via phone and live chat in a fast-paced, 24x7x365 environment. The role requires delivering exceptional customer service, efficiently resolving technical issues, and ensuring accurate documentation in the ticketing system.

The ideal candidate is skilled in troubleshooting, multitasking, and leveraging knowledge base tools to drive high first-contact resolution rates. This position also contributes to process improvement by identifying opportunities to streamline or automate support tasks.

Customer Support:

• Provide front-line IT support via phone and live chat with professionalism, empathy, and urgency.

• Build trust and rapport with end users through active listening, advocacy, and clear communication.

• Resolve issues or escalate appropriately while managing customer expectations.

• Maintain professionalism under pressure and deliver a consistent, positive customer experience.

Communication & Documentation:

• Document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution.

• Create accurate, detailed documentation for other agents, users, and escalation teams.

• Ensure effective written communication with proper netiquette and tone.

• Communicate ticket status, next steps, and resolutions promptly.

Technical Troubleshooting & Resolution:

• Provide support for enterprise software, hardware, peripherals, and infrastructure components.

• Perform incident triage, diagnosis, resolution, and recovery.

• Use diagnostic tools and system knowledge to resolve technical issues effectively.

• Install, modify, clean, or repair hardware and software as needed.

• Handle multiple requests concurrently through chat and call platforms.

Collaboration & Culture:

• Collaborate with team members to ensure service excellence and share knowledge.

• Demonstrate a positive, team-oriented attitude and act as a culture carrier.

• Adhere to company policies and maintain a professional work environment.

Additional Expectations:

• Flexibility to support variable shifts, including holidays, overtime, shift changes, and weekends.

• Proactively seek self-improvement and opportunities for operational efficiency.

• Required: High school diploma or GED.

• Preferred: 2–5 years of customer support experience (phone/chat) or equivalent combination of education and experience.

• Strong interpersonal skills, empathy, and clear communication in fast-paced environments.

• Excellent customer service, written and verbal communication skills.

• Strong problem-solving and critical-thinking abilities.

• Self-motivated, able to work independently, and skilled at prioritizing tasks.

• Technical aptitude to learn and support a wide range of IT systems and applications.

• Proficient in basic computer skills (typing, email, Windows navigation).

• Experience providing investigation, diagnosis, resolution, and recovery for hardware/software issues in complex, high-tech, and fast-paced environments.

Should you accept an offer for an opportunity with this client, we do require a background check, fingerprinting, employment verification for the past 7 years and verification for your highest level of education completed. You may be required to provide documentation such as the staffing agency name(s), IRS Wage and Income Transcripts, or your diploma to help us verify this information.

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