Help Desk Specialist

Job Title: IT Service Desk Agent - Level II

Contract: 10/26/2026 - 10/24/2027

Duration: Approximately 12 months

Openings: 1

Shift: Afternoon coverage, with shifts ending late as 6:00-8:00 PM local time

Weekends/Holidays/Overtime: Flexibility may be required

The IT Service Desk Agent is the first point of contact for end users seeking technical support through phone and live chat. This position operates in a fast-paced 24x7x365 environment and is responsible for providing professional customer service, troubleshooting technical issues, resolving incidents, and accurately documenting all interactions in the ticketing system.

The ideal candidate will have strong technical aptitude, excellent communication skills, customer service experience, and the ability to troubleshoot hardware, software, and enterprise applications while managing multiple requests simultaneously.

• Provide first-line IT support through phone and live chat.
• Deliver professional, empathetic, and customer-focused service.
• Build rapport with end users through active listening and clear communication.
• Troubleshoot and resolve issues or elevate them appropriately.
• Manage customer expectations and maintain professionalism during difficult situations.
• Deliver a consistent and positive customer experience.

• Troubleshoot enterprise software, hardware, peripherals, and infrastructure-related issues.
• Perform incident assessment, triage, investigation, diagnosis, resolution, and recovery.
• Use diagnostic tools and knowledge bases to identify and resolve technical problems.
• Install, modify, clean, configure, or repair hardware and software as required.
• Support Windows-based systems and applications.
• Handle multiple calls and chat requests concurrently.

• Willingness to work variable shifts business needs require.
• Flexibility to work weekends, holidays, overtime, and occasional shift changes.
• Ability to work effectively in a high-volume, fast-paced environment.
• Continuously develop technical knowledge and improve operational efficiency.

• High school diploma or GED.
• 2-5 years of relevant customer support or technical support experience preferred.
• Experience providing support through phone and/or live chat.
• Ability to multitask and prioritize requests under pressure.
• Strong technical aptitude and ability to learn new IT systems and applications.