IT Service Desk Agent

Hired by Matrix is hiring a contract IT Service Desk Agent for onsite support in South Jordan, UT. In this first-point-of-contact role, you’ll support end users in a fast-paced 24x7x365 financial services environment, balancing live technical troubleshooting with clear communication and accurate ticket documentation.

Role overview

You will handle incoming IT support requests through phone and live chat, diagnose hardware and software problems, and ensure issues are either resolved or escalated appropriately. The position is designed for strong customer focus, consistent service delivery, and dependable performance across scheduled shifts, including afternoon coverage up to 6-8 PM local time.

Responsibilities

• Serve as the first point of contact for end users seeking IT support via phone and live chat.
• Provide exceptional customer service by resolving technical issues efficiently and maintaining accurate documentation in a call/chat ticketing system.
• Use knowledge base tools and strong troubleshooting skills to support high first-contact resolution rates.
• Investigate, diagnose, resolve, and recover from hardware and software problems.
• Deliver front-line support with professionalism, empathy, urgency, and a customer-first mindset.
• Build trust through active listening, advocacy, and clear communication.
• Manage customer expectations while resolving issues or escalating when needed.
• Maintain composure and professionalism in high-pressure and difficult situations.
• Document every interaction clearly in the ticketing system, including problem details, troubleshooting steps, and resolution.
• Create accurate, detailed documentation that can be used by other agents, end users, and escalation teams.
• Use proper netiquette and maintain effective written communication in chat interactions.
• Communicate ticket status, next steps, and resolutions promptly.
• Provide high-quality technical support for enterprise software, hardware, peripherals, and infrastructure components.
• Perform incident assessment, triage, research, training/education, resolution, and recovery.
• Install, modify, clean, or repair hardware and software as required.
• Use diagnostic tools and system knowledge to troubleshoot and resolve issues effectively.
• Handle multiple requests concurrently across chat and call platforms.
• Collaborate with team members to ensure service excellence and share knowledge.
• Act as a culture carrier by demonstrating a positive, team-oriented attitude.
• Follow company policies and procedures to support a safe and professional work environment.
• Support variable shifts, including holidays, overtime, shift changes, and weekends.
• Seek opportunities for self-improvement and operational efficiency.

Required qualifications

• Experience in financial services.
• High school diploma or GED.
• 2-5 years of proven, related work experience in a comparable complex, high-tech, fast-paced environment.
• Strong interpersonal skills, empathy, active listening, and clear professional communication in a fast-paced setting.
• 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 under pressure.
• Technical aptitude to learn and support a broad range of IT systems and applications.
• Proficient fundamental computer skills, including typing, email communication, and navigating Windows-based systems.
• Experience supporting users through phone and chat, troubleshooting hardware/software issues, documenting tickets, and working in a fast-paced, metrics-driven environment.
• Comfort with afternoon/evening shifts (up to 6-8 PM local time) and occasional weekends, holidays, and overtime.

Technology stack

• Windows-based systems, Windows
• ServiceNow
• Active Directory
• Office 365
• Hardware Troubleshooting, Software Troubleshooting
• Phone Support, Chat Support

Contract details

• Location: Onsite in South Jordan, UT
• Pay: USD 25 per hour
• Job type: Contract
• Shift requirements: Must meet shift requirements, including afternoon coverage with shift end as late as 6-8 PM local time