Technical Support Specialist

Duration : 12 Months contract to extension possibilities

Hourly Pay: $22 - $24/hr

The IT Service Desk Agent serves as the first point of contact for end users seeking technical support through phone and live chat in a fast-paced, 24x7x365 environment. This role focuses on delivering excellent customer service, troubleshooting technical issues, resolving incidents, and accurately documenting interactions in a ticketing system. The ideal candidate has strong technical aptitude, communication skills, and the ability to manage multiple requests while maintaining high first-contact resolution rates.

Shift Requirements: Afternoon coverage may extend until 6:00-8:00 PM local time. Candidates must be flexible and willing to support variable shifts, including weekends, holidays, overtime, and shift changes.

• Provide front-line IT support through phone and live chat, maintaining professionalism, empathy, and a customer-first approach.
• Troubleshoot and resolve technical issues involving enterprise software, hardware, peripherals, and infrastructure components.
• Perform incident assessment, triage, investigation, diagnosis, resolution, and recovery for hardware and software problems.
• Document support interactions accurately in the ticketing system, including issue details, troubleshooting steps, resolutions, and follow-up actions.
• Communicate ticket status, next steps, and resolutions clearly and promptly to end users.
• Use diagnostic tools, knowledge bases, and system documentation to identify and resolve technical issues efficiently.
• Install, modify, clean, or repair hardware and software as required.
• Manage multiple support requests simultaneously while maintaining service quality and meeting performance expectations.
• Escalate unresolved issues appropriately and collaborate with team members to ensure timely resolution.
• Identify opportunities to improve workflows, streamline processes, and enhance operational efficiency.
• Maintain a positive, team-oriented attitude while adhering to company policies and procedures.

• High school diploma or GED required.
• Preferred 2–5 years of customer support experience through phone and chat channels, or an equivalent combination of education and experience.
• Two to five years of relevant experience in a comparable, complex, high-tech, and fast-paced work environment preferred.
• Strong technical aptitude and the ability to learn and support a broad range of IT systems and applications.
• Experience troubleshooting enterprise hardware, software, peripherals, and related technical issues.
• Excellent verbal and written communication skills, including professional phone etiquette and chat communication.
• Strong interpersonal skills, empathy, active listening, and the ability to manage customer expectations.
• Excellent problem-solving, critical-thinking, and multitasking abilities.
• Proficiency in fundamental computer skills, including typing, email, and navigating Windows-based systems.
• Ability to work independently, prioritize tasks under pressure, and maintain composure in challenging situations.
• Flexibility to support variable shifts, including evenings, weekends, holidays, overtime, and schedule changes.
• Commitment to continuous learning, teamwork, customer satisfaction, and process improvement.

Russell Tobin is a leading minority-owned professional and technical recruitment and staffing advisory organization and a member of the Pride Global network.

As part of the application and recruitment process, Russell Tobin may collect and process personal information, including identifiers, professional and employment-related information, voluntary information, and sensitive information where legally permitted (such as Social Security numbers and dates of birth). This information may be used to evaluate qualifications, verify eligibility, and support recruitment and employment-related decisions. For additional details, please review the Applicant Privacy Disclosure and Privacy Policy on the Russell Tobin website.

Eligible employees may have access to benefits, including:

• medical, dental, and vision insurance
• supplemental accident, critical illness, and hospital indemnity coverage
• 401(k)
• life and disability insurance
• employee assistance programs
• legal support
• auto, home, and pet insurance
• vendor discounts

Benefits are subject to eligibility and applicable plan terms.

Russell Tobin is an Equal Opportunity Employer and considers qualified applicants without regard to legally protected…