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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Agent - **Company:** Veterans Sourcing Group, LLC - **Location:** South Jordan, UT, United States - **Experience:** Experienced - **Salary:** $52,000.0 - **Contract:** Temporary contract - **Skills:** Microsoft Windows, Information Systems, Computer Literacy, Electronic Mailing, Issue Tracking Systems, Instant Messaging Technology, LiveChat, Server Administration, Diagnostic Tools, Enterprise Software Applications, Information Technology, Hardware Debugging - **Published:** October 4, 2026 - **Apply:** https://www.careerbuilder.com/job-details/temp-administration-customer-supp-account-rep-sr-it-level-2-usd-south-jordan-ut--67f11214-a83b-4c70-8674-7006a9af0da5 ## 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. Skills: Communication Skills, Computer Skills, Continuous Improvement, Customer Experience, Customer Relations, Customer Support/Service, Documentation, Enterprise Applications, Establish Priorities, Hardware Administration, Hardware Repair, Help Desk, High School Diploma, Identify Issues, Incident Management, Information Technology & Information Systems, Interpersonal Skills, Microsoft Windows Operating System, Multitasking, Online Chat, Operational Improvement, Operational Strategy, Peripheral Hardware, Presentation/Verbal Skills, Problem Solving Skills, Safety/Work Safety, Software Administration, Team Player, Technical Support, Typing, Writing Skills ## Description * 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 Executive Summary: 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.