Job Description

Job Title: IT Support Representative

Education Level: High School Diploma / GED

Rate: $19 - $21/Hour

Location: Alpharetta, GA

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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