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# IT Service Desk Agent/ IT Support - GA

- **Company:** Amicis Global
- **Location:** Alpharetta, GA, United States
- **Experience:** Experienced
- **Contract:** Temporary to permanent
- **Skills:** Electronic Mailing, Issue Tracking Systems, LiveChat, Diagnostic Tools, Enterprise Software Applications, Information Technology
- **Published:** October 2, 2026
- **Apply:** https://www.careerjet.com/jobad/us120ed063883ecd7fbb219455f29d45c6

## About the Role

* High school diploma or GED required.
 * Preferred: 2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.
 * 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
 * Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment

#CareerBuilder #Monster #Dice #Indeed #LinkedIn

## Description

* The IT Service Desk Agent is the first point of contact for end users seeking IT support through phone and live chat channels in a fast-paced 24x7x365 environment.
 * This role is responsible for delivering exceptional customer service, efficiently resolving technical issues, and ensuring accurate documentation in a call/chat ticketing system.
 * The ideal candidate will demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates.
 * This role also contributes to continuous improvement by identifying opportunities to streamline or automate processes.

Shift Requirements:

 * All applicants must meet shift Requirements. Afternoon coverage as late as 6 - 8pm local time shift end., 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.

Additional Expectations:

 * Demonstrates flexibility and willingness to voluntarily support variable shifts including but not limited to: Holidays, Overtime, Shift change, and weekends.
 * Continuously seek opportunities for self-improvement and operational efficiency., Front Desk Agent As a Front Desk Agent, you will be the first point of contact for guests, providing warm, professional service throughout their stay. Your responsibilities inclu…
 + 2 months ago, Front Desk Agent As a Front Desk Agent, you will be the first point of contact for guests, providing warm, professional service throughout their stay. Your responsibilities inclu…