NON IT Service Desk, Technical Support

"All candidates must be directly contracted by ASK Consulting on their payroll and cannot be subcontracted. We are unable to provide sponsorship at this moment".Job Title: Service Desk, Technical Support, Help DeskLocation: South Jordan, UT 84095Duration: 12+ MonthsPay Range: $23 - $25 HourlyJob Description:The IT Service Desk Agent serves as the first point of contact for end users seeking technical support at the Client.This role operates in a fast-paced 24x7x365 environment, providing support via phone and live chat.The agent is responsible for delivering exceptional customer service, resolving technical issues efficiently, and maintaining accurate documentation in a ticketing system.The ideal candidate will demonstrate strong troubleshooting skills, multitasking ability, and proficiency in leveraging knowledge base tools to achieve high first-contact resolution rates while contributing to continuous process improvements.Key Responsibilities:Provide front-line technical support via phone and live chat with professionalism, empathy, and urgencyBuild trust and rapport with users through active listening and clear communicationResolve issues efficiently or escalate appropriately while managing expectationsMaintain composure in high-pressure or challenging situationsDeliver a consistent, high-quality customer experience across all interactionsCommunication & Documentation:Accurately document all interactions in the ticketing system, including issue details, troubleshooting steps, and resolutionsCreate clear and detailed documentation for internal teams and end usersUse appropriate tone and netiquette, especially in written communicationProvide timely updates on ticket status, next steps, and resolutionsTechnical Troubleshooting & Resolution:Deliver high-quality support for enterprise hardware, software, peripherals, and infrastructurePerform incident assessment, triage, research, diagnosis, resolution, and recoveryUtilize diagnostic tools and technical knowledge to resolve issues effectivelyInstall, configure, maintain, and repair hardware and software as neededManage multiple requests simultaneously across chat and call platformsCollaboration & Culture:Collaborate with team members to ensure service excellence and knowledge sharingPromote a positive, team-oriented work environmentAdhere to Client policies, procedures, and professional standardsAdditional Expectations:Demonstrate flexibility to work variable shifts, including evenings, weekends, holidays, and overtimeContinuously seek opportunities for self-improvement and operational efficiencyIdentify and contribute to process improvements and automation initiativesQualifications & Skills:High school diploma or GED required25 years of relevant experience in a technical support or service desk environment (preferred)Strong customer service orientation with excellent interpersonal skillsExcellent verbal and written communication skillsStrong analytical, problem-solving, and critical-thinking abilitiesAbility to work independently and manage priorities in a high-pressure environmentSolid technical aptitude with the ability to support a wide range of IT systemsProficiency in basic computer skills, including Windows OS, email, and typingCore Competencies:High-quality end-user technical support for enterprise systemsStrong understanding of IT systems and ability to apply technical knowledge effectivelyExpertise in investigation, diagnosis, resolution, and recovery of hardware/software issuesExperience working in fast-paced, complex, high-tech environmentsAbout ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunitiesASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.