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Information Technology Specialist

Information Technology Specialist

Russell TobinSouth Jordan, UT, US
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Job Title : IT Support Representative

Education Level : High School Diploma / GED

Rate : $19 - $21 / Hour

Location : South Jordan, UT

Company Overview :

Pride Global offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity), 401(k) retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home, and pet insurance, and employee discounts with preferred vendors.

Position Summary :

The Service Desk Agent is the first point of contact for users calling the IT Service Desk. This role involves providing best-in-class customer service, resolving technical issues efficiently, and identifying opportunities to streamline or automate processes. The Service Desk Agent is expected to achieve high levels of first-call resolution while using a knowledge base and expertise to address user needs.

Key Responsibilities :

  • Provide strong phone support by :
  • Listening attentively to understand the issue.
  • Showing empathy and urgency in resolving problems.
  • Documenting client interactions and issues accurately.
  • Managing conflict resolution professionally.
  • Deliver high-quality end-user support for enterprise software and hardware.
  • Assess, triage, research, educate, and resolve technical incidents / requests in a 24 / 7 / 365 environment.
  • Provide after-hours and weekend support as needed under general oversight.
  • Demonstrate attention to detail, teamwork, follow-through, and a positive attitude.
  • Apply technical knowledge to support all existing systems.
  • Support client computing needs via phone, online chat, and in person with professionalism.
  • Build rapport and trust with users by ensuring timely resolution or escalation and consistent communication.
  • Offer user guidance while maintaining professionalism in difficult situations.
  • Investigate, diagnose, and resolve hardware / software issues.
  • Install, modify, run diagnostics, and repair computer hardware / peripherals and software.

Qualifications :

  • Excellent customer service and communication skills.
  • 2–5 years of relevant experience in a fast-paced, high-tech environment.
  • Preferred experience in a technical support role.
  • High school diploma or GED with relevant work experience.
  • Ability to quickly diagnose and resolve problems in complex environments.
  • Self-motivated and capable of working independently under pressure.
  • Willingness to work variable shifts, including evenings, weekends, and holidays.

    • Key Technical Focus :

  • High-quality technical support for enterprise software / hardware.
  • Applying technology knowledge to support existing systems.
  • Diagnosing and resolving hardware / software issues effectively.
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    Information Technology Specialist • South Jordan, UT, US