IT Support Specialist

5 days ago

South Jordan, Utah, United States Russell Tobin Full time
Job Title: Service Desk Agent

Overview:

As a Service Desk Agent at Russell Tobin, you will serve as the first point of contact for users reaching out to our IT Service Desk. With a focus on delivering exceptional customer service, you'll address incoming calls, manage information in our call tracking system, and leverage your expertise to swiftly resolve issues. This role is pivotal in ensuring high levels of customer satisfaction, achieving first call resolution targets, and identifying opportunities for process improvement.

Responsibilities:

  • Provide phone support to customers, listening to their concerns and addressing their issues in a timely and professional manner.
  • Manage information in our call tracking system, ensuring accurate and detailed documentation of client, problem, and incident level issues.
  • Responsible for high-quality end-user technical support, related to enterprise software and hardware.
  • Assess, triage, research, train/educate, and resolve incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 7x24x365 environment.
  • Under general oversight, provide after-hours and weekend support as needed.
  • The position requires attention to detail, follow-through, teamwork focus, and a positive attitude.
  • An understanding of technology and the ability to apply that knowledge to support all existing systems.
  • Support all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via online chat, and/or in person.
  • Create a positive customer support experience, build rapport and trust with end-users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation, and communicating the status to the end-user promptly.
  • Identify and work with internal end-users to provide guidance and support, sound communications, and customer service principles without becoming unprofessional in difficult situations.
  • Provide investigation, diagnosis, resolution, and recovery for hardware/software problems.
  • Install, modify, clean up, run diagnostic programs, and repair computer hardware/peripherals and software.

Qualifications:

  • Exceptional customer service and communication skills are essential.
  • Two to five years of relevant work experience in a complex, fast-paced environment is preferred.
  • Technical support experience is desirable but not mandatory.
  • High school diploma or GED with relevant experience is required.
  • Ability to diagnose and solve problems efficiently in a complex environment.
  • Self-motivated with the capacity to work independently in high-pressure situations.
  • Willingness to work flexible shifts, including evenings, weekends, and holidays.

Why Join Us:

  • Opportunity to be part of a dynamic team focused on delivering top-tier customer service.
  • Engaging work environment with opportunities for professional growth and development.
  • Competitive compensation package and benefits.
  • Contribute to streamlining processes and enhancing customer satisfaction in a collaborative setting.

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