IT Technical Support / Helpdesk Support in Columbus, OH 43219

Title: IT Technical Support / Helpdesk Support Location: Columbus, OH 43219 Duration: 12 Months Pay Rate: $24.00 - W2 Summary The Service Desk Agent is the first point of contact for users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent process. Responsibilities Demonstrate strong customer service skills to provide phone support including: Listening to the customer to gain an accurate understanding of the situation Being empathetic to the customer's situation and having a sense of urgency to resolve the issue Producing accurate, detailed documentation at the client, problem and incident level Resolving conflict Provide high quality end-user technical support related to enterprise software and hardware. Assess, triage, research, train/educate, and resolve incidents and requests regarding application software products and/or infrastructure components in a fast‑paced 7x24x365 environment. Provide after hours and weekend support under general oversight as needed. Maintain attention to detail, follow through, teamwork focus, and positive attitude. Apply knowledge of technology to support all existing systems. Support all aspects of client support and immediate computing needs while maintaining 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 a professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating status 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. Investigate, diagnose, resolve, and recover hardware/software problems. Install, modify, clean up, run diagnostic programs, and repair computer hardware/peripherals and software. Qualifications Excellent customer service skills required. Excellent communication skills required. Two to five years of proven, qualified related work experience in a comparable complex, high‑tech and fast‑paced work environment. Preferred work experience in a technical support role, but not required. High school diploma or GED with relevant work experience. Ability to diagnose the cause of problems in a complex environment and provide effective solutions quickly. Self‑motivated and able to work on one's own initiative in a high‑pressure environment. Willingness to work variable shifts, including evenings, weekends, and public holidays. #J-18808-Ljbffr