Information Technology Help Desk Technician

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Location:

4343 Easton Commons, Columbus, OH 43219

Job Description:

We are seeking a motivated and customer-focused Service Desk Agent to be the first point of contact for users reaching out to our IT Service Desk. This role requires delivering exceptional technical support and customer service in a fast-paced, 24/7 environment.

Key Responsibilities:

• Provide high-quality phone support by actively listening, demonstrating empathy, and resolving user issues efficiently.

• Document incidents, problems, and solutions accurately in the tracking system.

• Troubleshoot, diagnose, and resolve hardware and software issues related to enterprise systems.

• Assess, triage, research, and escalate incidents as necessary, ensuring timely resolution.

• Support end users via phone, online chat, and in-person when needed.

• Maintain professionalism and composure while handling conflicts or difficult situations.

• Install, modify, clean up, and repair computer hardware, peripherals, and software.

• Work collaboratively with internal teams to improve support processes and automate workflows.

• Provide after-hours, weekend, and holiday support as required.

Qualifications:

• High school diploma or GED with relevant work experience.

• 2 to 5 years of proven experience in a technical support or related role within a high-tech, fast-paced environment.

• Strong customer service and communication skills.

• Ability to quickly diagnose complex problems and deliver effective solutions.

• Self-motivated and able to work independently under pressure.

• Flexibility to work variable shifts including evenings, weekends, and holidays.

• Familiarity with enterprise software and hardware support is a plus but not mandatory.

• Seniority level Associate

• Employment type
  
  Contract

• Job function
  
  Information Technology
• Industries
  
  IT Services and IT Consulting

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