Service Desk - Call Center Agent - Information Technology

City of Abilene•Abilene, TX

40d•Onsite

About The Position

Under supervision, the Service Desk - Call Center Agent serves as the first point of contact for IT support within the organization. This role is responsible for managing incoming requests via phone, email, and ticketing systems while providing first-level technical assistance. The position handles basic technical issues, troubleshooting, and service requests, focusing on problem-solving at the foundational level. Additionally, this position emphasizes issue resolution, proper documentation, and escalation to higher-tier support when necessary.

Requirements

One (1) year of customer service experience is required.
One (1) year of experience in a help desk or technical support role is required.
A high school diploma or GED is required.
A valid Texas driver’s license, the ability to obtain one within ninety (90) days of employment, or a military waiver is required.

Nice To Haves

Experience in technical support or customer service is preferred.
An associate’s degree in information technology or a related field is preferred.
Entry level vendor certifications are preferred. (e.g. CompTIA A+, Microsoft MTA)

Responsibilities

Answer and respond to incoming phone calls, emails, and support tickets in a timely and professional manner while accurately logging, categorizing, and prioritizing all support requests in the ticketing system.
Using documented procedures, provide basic troubleshooting and resolution for common technical issues such as password resets, account unlocks, software setup, and basic hardware diagnostics while ensuring resolution details are documented within the ticket before closure.
Identify and escalate unresolved Tier 1 issues to Tier 2 Service Desk agents, ensuring a smooth handoff, and further escalate to Tier 3 System Administrators if necessary.
Assist in identifying recurring issues and contribute to the improvement of the knowledge base.
Manage user accounts, licenses, and permissions within Microsoft 365, including support for applications such as Exchange Online, SharePoint, Teams, and OneDrive.
Perform basic to advanced tasks such as user account creation, group policy management, file server permissions and collaborate with team members on Active Directory maintenance and optimization.
Diagnose and resolve technical issues in a timely manner to minimize downtime and provide end-user support for Microsoft-related issues.
Ensure the health and security of Windows Server environments.
Monitor the health of systems using tools like Microsoft Endpoint Manager and Azure Monitor.
Implement security best practices for Microsoft environments, including conditional access, MFA, and role-based access controls.
Monitor and maintain compliance with organizational policies within the Microsoft 365 environment.
Ensure adherence to organizational and industry compliance standards.
Perform routine system checks and provide feedback to the IT team.
Ensure all support interactions meet service-level agreements (SLAs).
Participate in training sessions to stay updated on IT systems and tools.
Provide direct support to systems administrators and others as required.
Performs other job-related duties and responsibilities as assigned.