Help Desk Agent (Live Chat)

Job Overview

As a Help Desk Agent (Live Chat) at Layton Construction, you will be the first point of contact for our employees seeking technical assistance through live chat. Your primary responsibility will be to resolve issues in real time, provide troubleshooting support, and ensure a smooth user experience. You will work closely with our IT team to handle a variety of technical inquiries, from software and hardware issues to network concerns.

Key Responsibilities

• Respond promptly to incoming live chat inquiries from employees, providing technical support in a clear and efficient manner.
• Troubleshoot and resolve technical issues related to hardware, software, network connectivity, and other IT systems.
• Guide users through step-by-step solutions, ensuring they understand and can follow through on technical instructions.
• Escalate complex or unresolved issues to the appropriate IT team members or management for further investigation.
• Document all support interactions, including issues, resolutions, and follow-up actions, into the help desk system for future reference.
• Maintain a high level of customer service, ensuring that all employees receive timely, accurate, and friendly assistance.
• Stay updated on the latest technologies and IT systems to improve problem-solving capabilities and enhance the user experience.
• Provide feedback to improve the help desk processes and contribute to knowledge base documentation.
• Assist with other IT-related tasks or projects as needed.
  
  

Qualifications

• Education: High School Diploma or equivalent (Associate's Degree or higher in IT, Computer Science, or a related field preferred).
• Experience: Previous experience in a help desk or customer service role, ideally with live chat support.
• Technical Skills: Strong understanding of computer systems, software, and networks. Familiarity with common troubleshooting tools and techniques is a plus.
• Communication Skills: Excellent written communication skills with the ability to explain technical issues to non-technical users in a clear, concise manner.
• Problem-Solving: Strong analytical skills with the ability to diagnose and resolve technical problems quickly and effectively.
• Customer Service: A positive attitude, patience, and the ability to handle stressful situations with professionalism and empathy.
• Technical Proficiency: Experience with Windows and Mac operating systems, Microsoft Office Suite, and basic networking concepts. Knowledge of chat support software is a plus.
  
  

Benefits

• Health & Wellness: Comprehensive health, dental, and vision insurance plans for you and your family.
• Retirement Savings: 401(k) plan with company match to help secure your financial future.
• Paid Time Off: Generous paid time off (PTO) including vacation, sick leave, and holidays.
• Work-Life Balance: Flexible work schedules and the option for remote work (based on role requirements).
• Professional Development: Access to ongoing training and certification programs to help you grow your career.
• Employee Assistance Program (EAP): Confidential counseling and support services for personal and work-related challenges.
• Team Building: Regular company events, team outings, and a positive work culture that values collaboration and innovation.
  
  

Why Join Layton Construction?

At Layton Construction, we prioritize fostering a collaborative, inclusive, and innovative environment. We offer opportunities for career growth and development, a competitive benefits package, and a workplace where your contributions are valued. Join us in supporting our team and helping to create a world-class work environment through expert IT assistance.