IT Service Desk Agent

University of Memphis • Memphis, TN

12d • Hybrid

About The Position

The IT Service Desk Agent provides first-level technical support to students, faculty, staff, and other authorized users. This position serves as a primary point of contact for technology-related questions, incidents, and service requests received through telephone, email, chat, walk-in support, and the IT service management system. The Service Desk Agent delivers timely, courteous, and effective assistance; documents customer interactions accurately; resolves common technology issues; and escalates more complex matters to the appropriate technical support team. This is an entry-level position designed for an individual who has foundational technical knowledge, strong customer-service skills, and an interest in developing a career in information technology.

Requirements

• High school diploma or equivalent.
• Foundational knowledge of computers, mobile devices, operating systems, software applications, and internet connectivity.
• Demonstrated customer-service, communication, or problem-solving experience.
• Ability to communicate technical information clearly to customers with varying levels of technical knowledge.
• Ability to document work accurately and follow established procedures.
• Ability to manage multiple requests and priorities in a fast-paced environment.
• Willingness and ability to learn new technologies, applications, and support processes.
• Relevant coursework, technical training, internships, student employment, volunteer experience, or personal technology-support experience may be considered in place of formal professional IT experience.
• Strong commitment to customer service.
• Professional verbal and written communication skills.
• Active-listening and information-gathering skills.
• Basic technical troubleshooting and analytical skills.
• Ability to remain calm, patient, and professional during difficult interactions.
• Ability to follow documented procedures while recognizing situations requiring escalation.
• Ability to work effectively both independently and as part of a team.
• Ability to maintain confidentiality and exercise appropriate judgment.
• Ability to work respectfully with customers from different backgrounds, roles, abilities, and levels of technical experience.
• Ability to receive feedback and apply coaching to improve performance.
• Applicants must be authorized to work in the U.S.
• We are unable to sponsor or take over sponsorship of an employment visa at this time.

Nice To Haves

• Associate degree, technical diploma, college coursework, or industry training in information technology, computer science, cybersecurity, business technology, or a related field.
• Up to one year of experience in customer service, technical support, a call center, computer lab, service desk, retail technology, or a related environment.
• Experience supporting Microsoft Windows, macOS, Microsoft 365, web browsers, mobile devices, printers, or wireless connectivity.
• Experience using a ticketing or IT service management platform such as ServiceNow, Jira Service Management, TeamDynamix, Freshservice, or a similar system.
• Familiarity with Active Directory, Microsoft Entra ID, multifactor authentication, remote-support tools, or endpoint-management technologies.
• CompTIA A+, HDI Support Center Analyst, ITIL Foundation, Microsoft Fundamentals, or a comparable entry level certification.
• Experience working in a college, university, school, public-sector, healthcare, or other service-oriented environment.

Responsibilities

• Serve as a first point of contact for customers requesting technical assistance.
• Respond to support requests received by telephone, email, chat, walk-in, self-service portal, or other approved channels.
• Provide courteous, professional, and customer-focused service.
• Troubleshoot and resolve common hardware, software, account-access, connectivity, printing, classroom technology, and application issues.
• Assist customers with password resets, multifactor authentication, account access, and other identity-related requests.
• Guide customers through troubleshooting steps using clear, nontechnical language.
• Use remote-support tools when appropriate and authorized.
• Confirm that the customer’s issue has been resolved before closing the interaction.
• Create, update, categorize, prioritize, and resolve tickets in the IT service management system.
• Document the customer’s issue, troubleshooting performed, resolution provided, and next steps.
• Follow established incident, request, escalation, and major incident procedures.
• Escalate unresolved or complex issues to the appropriate technical team with complete and accurate documentation.
• Monitor assigned tickets and communicate status updates to customers.
• Meet established service-level targets for response, resolution, documentation, and customer communication.
• Recognize potentially high-impact or widespread issues and notify service desk leadership promptly.
• Use approved knowledge articles, troubleshooting guides, scripts, and standard operating procedures.
• Identify missing, outdated, or inaccurate knowledge content.
• Create or recommend updates to knowledge articles based on recurring customer questions and successful resolutions.
• Participate in training, team meetings, service reviews, and continuous-improvement activities.
• Stay informed about current technology services, planned changes, outages, and institutional announcements.
• Follow established quality-assurance standards for customer interactions and ticket documentation.
• Verify customer identity before completing password resets, account changes, or other restricted activities.
• Protect confidential, personal, institutional, and regulated information.
• Follow information-security policies and report suspected phishing, compromised accounts, security incidents, or inappropriate system access.
• Maintain assigned equipment and comply with acceptable-use requirements.
• Support special projects, technology deployments, peak service periods, and other departmental activities.
• Perform other related duties as assigned.

Benefits

• Success in this position may be evaluated using a balanced set of service and quality measures, including: Customer satisfaction. First-contact resolution. Ticket documentation quality. Accuracy of categorization and prioritization. Response and resolution performance. Appropriate use of knowledge articles. Escalation accuracy. Schedule adherence and availability. Quality-assurance review results. Participation in training and professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED