IT Service Desk Agent (2 Openings)

About the role

Works under the direction of the Service Delivery Manager and is responsible for providing professional and efficient helpdesk support to the City of Memphis staff. Provides customer technical support and troubleshooting via phone and remotely. Utilizes ticket tracking to document all support incidents. Creates and maintains detailed service desk documentation. Reports metrics and Key Performance Indicators (KPI’s) to assigned manager. Tracks and analyze trends in help desk requests and generate statistical reports.

Responsibilities

• Performs additional functions (essential or otherwise) which may be assigned.
• Must be able to communicate clearly both verbally and in writing.
• Requires the ability to operate general office equipment such as a computer, telephone, and wireless technology.
• Work is performed in an office environment which involves contact with the staff and management.

Qualifications

• Associates degree with two (2) years of experience or any combination of experience and training, which enables one to perform the essential job functions.