IT Customer Support

Job Title: IT Customer Support
Location: 680 West 1000 South, South Jordan, UT 84095 (Fully On-site)
Contract: 12 months (possible extension/FT conversion based on performance, attendance & business need)
Payrate:- $21/hr
Interview Type: On-site
Hours of Operation: 6 AM – 8 PM Local Time
Training: Standard Business Hours (Mon–Fri)

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Shift Details

• Training: Standard business hours (Mon–Fri).

Post-Training Shifts:

• Shifts are scheduled anytime between 6:00 AM – 8:00 PM local time.
• Assignment depends on business needs and candidate availability.
• Preferences are considered whenever possible.
• Weekends: Weekend shifts are voluntary; historically, they have not been required.

Future Shift Changes:

• Shifts are generally stable and do not change unless the associate chooses or requests to change.
• Shift bids/lotteries may be conducted based on business needs.
• Shifts may be adjusted if a new spot opens or to backfill for new joiners.

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Role Overview
The IT Service Desk Agent is the first point of contact for end users seeking IT support via phone and live chat. This is a fast-paced 24x7x365 environment requiring strong troubleshooting, multitasking, and customer service skills. The role focuses on resolving technical issues, maintaining accurate documentation, and providing a positive user experience.

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Key Responsibilities

• Provide front-line IT support (phone/chat) with professionalism and urgency.
• Troubleshoot software, hardware, peripherals, and infrastructure issues.
• Document issues, troubleshooting steps, and resolutions in the ticketing system.
• Escalate when appropriate while managing user expectations.
• Collaborate with team members and contribute to a positive work culture.

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Qualifications

• High school diploma or GED required.
• Preferred: 2–5 years of customer/IT support experience (phone + chat).
• Strong communication and interpersonal skills.
• Technical aptitude with ability to support a broad range of systems/applications.
• Comfortable working in a fast-paced, high-volume environment.
• Proficiency with Windows systems, email, and typing.
   
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