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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Agent - **Company:** Hired By Matrix, Inc. - **Location:** Columbus, OH, United States - **Experience:** Experienced - **Salary:** $49,920.0 - **Contract:** Permanent contract - **Skills:** Electronic Mailing, Issue Tracking Systems, LiveChat, Diagnostic Tools, Enterprise Software Applications, Information Technology - **Published:** July 23, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=4c173ddbef50e61c ## About the Role * High school diploma or GED required. * 2 - 5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience. - Preferred., * Willing and able to work an evening shift, which includes Sundays. * Strong Interpersonal skills, empathy, active listening, and the ability to communicate clearly and professional in a fast-paced environment are essential. * Excellent customer service and communication skills (written and verbal). * Strong problem-solving and critical-thinking abilities. * Self-motivated with the ability to work independently and prioritize tasks under pressure. * Technical aptitude with the ability to learn and support a broad range of IT systems and applications. * Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems. * Responsible for high quality end-user technical support, related to enterprise software and hardware. * An understanding of technology and the ability to apply that knowledge to support all existing systems. * Provides investigation, diagnosis, resolution and recovery for hardware/software problems. * 2 - 5 years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment. ## Description * First point of contact for end users seeking IT support through phone and live chat channels in a fast-paced 24x7x365 environment. * Delivering exceptional customer service, efficiently resolving technical issues, and ensuring accurate documentation in a call/chat ticketing system. * Will demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates. * Contributes to continuous improvement by identifying opportunities to streamline or automate processes. Customer Support: * Provide front-line support via phone or live chat with professionalism, empathy, urgency, and a customer-first mindset. * Build trust and rapport with end users by demonstrating active listening, advocacy, and clear communication. * Resolve issues or escalate appropriately while managing customer expectations. * Maintain composure and professionalism in high-pressure and difficult situations. * Deliver a consistent and positive customer experience across all interactions. Communication & Documentation: * Clearly document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution. * Produce accurate, detailed documentation consumable by other agents, end users, and escalation teams. * Use proper netiquette and tone to ensure effective communication, especially in written chat interactions. * Communicate ticket status, next steps, and resolutions to users promptly. Technical Troubleshooting & Resolution: * Provide high-quality technical support for enterprise software, hardware, peripherals, and infrastructure components. * Perform incident assessment, triage, research, training/education, resolution, and recovery. * Use diagnostic tools and system knowledge to troubleshoot and resolve problems effectively. * Install, modify, clean, or repair hardware and software as required. * Leverage both the chat and call platforms efficiently while handling multiple requests concurrently. Collaboration & Culture: * Collaborate with team members to ensure service excellence and share knowledge. * Be a culture carrier by demonstrating a positive, team-oriented attitude. * Adhere to company policies and procedures, contributing to a safe and professional work environment. ## Related Videos - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Diagnostic Tooling: How to get insights from your .NET services hosted in Kubernetes containers?](https://www.wearedevelopers.com/videos/100188-diagnostic-tooling-how-to-get-insights-from-your-net-services-hosted-in-kubernetes-containers) - [Software stack under and over the hood of the fastest accelerating car in the world](https://www.wearedevelopers.com/videos/221-software-stack-under-and-over-the-hood-of-the-fastest-accelerating-car-in-the-world) - [Chesterton's Fence - Don't Tear Down the Fence](https://www.wearedevelopers.com/videos/2099-chesterton-s-fence-don-t-tear-down-the-fence) ## Related Articles - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [How Many Jobs Are Available in Technology?](https://www.wearedevelopers.com/magazine/450-how-many-jobs-are-available-in-technology) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany)