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# IT Service Desk Agent

- **Company:** Hired By Matrix, Inc.
- **Location:** Columbus, OH, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Electronic Mailing, Issue Tracking Systems, LiveChat, Diagnostic Tools, Enterprise Software Applications, Peripherals, Information Technology
- **Published:** November 3, 2026
- **Apply:** https://www.thejobnetwork.com/job/2eb4a2f6-0eb8-49a4-871f-93e3968ce480/it-service-desk-agent

## About the Role

* Experience in financial services.
 * High school diploma or GED.
 * 2 - 5 years of proven, qualified related work experience in a comparable complex, high-tech, and fast-paced work environment.
 * Strong interpersonal skills, empathy, active listening, and the ability to communicate clearly and professionally.
 * 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.

Preferred:

 * 2 - 5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.

## Description

Join a global financial institution as an IT Service Desk Agent, providing exceptional customer support in a fast-paced environment., * Serve as the first point of contact for end users seeking IT support through phone and live chat channels in a 24x7x365 environment.

 * Deliver exceptional customer service, efficiently resolve technical issues, and ensure accurate documentation in a call/chat ticketing system.
 * Demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates.
 * Contribute to continuous improvement by identifying opportunities to streamline or automate processes.
 * Provide high-quality end-user technical support related to enterprise software and hardware.
 * Investigate, diagnose, resolve, and recover from hardware/software problems.
 * 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.
 * Clearly document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution.
 * Communicate ticket status, next steps, and resolutions to users promptly.
 * 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.
 * 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.
 * Demonstrate flexibility and willingness to voluntarily support variable shifts including but not limited to: holidays, overtime, shift changes, and weekends.
 * Continuously seek opportunities for self-improvement and operational efficiency.