Service Desk - Call Center Agent - Information Technology

GENERAL DESCRIPTION
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.
SUPERVISION EXERCISED
This position exercises no supervision.
IMPORTANT AND ESSENTIAL DUTIES
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.
OTHER JOB-RELATED DUTIES
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.
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of:
Microsoft Azure & Microsoft 365: Core Azure services (storage accounts, app services), Azure Active Directory (AAD) for identity and access management, Microsoft 365 administration (Teams, Exchange Online), and Windows Server management (Active Directory, DNS, DHCP, group policies, and user/device management).
Operating Systems & Account Management: Microsoft Windows navigation, files and permissions management, user account setup and password resets within Active Directory.
Ticketing & Documentation: Creating and updating tickets, documenting systems, and creating standard operating procedures.
Hardware & Networking: Computer components, peripheral setup and troubleshooting, Wi-Fi/Ethernet fundamentals, connectivity troubleshooting, and basic network troubleshooting (Ping, Ipconfig).
Remote Support & Customer Service: Utilizing remote support tools to assist end users, clear communication, and empathy in support interactions.
IT Security & Mobile Device Management: Password security, phishing awareness, iOS/Android setup and troubleshooting, and documentation standards.
Skill to:
Basic understanding of computer hardware, software, and networking principles.
Understand Microsoft 365 and Azure ecosystems.
Familiarity with ticketing systems and remote support tools.
Understand basic networking concepts.
Use PowerShell for scripting and troubleshooting.
Proficiency in troubleshooting common technical issues in Windows and macOS environments.
Understand the basics of security practices and principles
Strong verbal and written communication skills.
Excellent customer service and interpersonal skills.
Ability to prioritize, manage workload efficiently, and multitask in a fast-paced environment.
Ability to:
Troubleshoot Azure Active Directory integration and user authentication issues.
Interpret technical instructions and apply them to resolve issues with cloud or on-premises Microsoft systems.
Quickly learn new computer applications and achieve high proficiency in their use.
Understand and interpret technical instructions with ease.
Communicate effectively, both verbally and in writing.
Tactfully address challenging situations and remain calm under pressure; foster positive working relationships internally and externally.
Collaborate with end users to troubleshoot and resolve computer malfunctions and usage issues.
Document and share solutions by creating resources for recurring issues.
Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.
Perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.
Experience and Training Guidelines:
Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying. Knowledge, skills, and abilities may be obtained through:
Experience:
One (1) year of customer service experience is required.
One (1) year of experience in a help desk or technical support role is required.
Experience in technical support or customer service is preferred.
Education/Training:
A high school diploma or GED is required.
An associate’s degree in information technology or a related field is preferred.
License or Certification:
A valid Texas driver’s license, the ability to obtain one within ninety (90) days of employment, or a military waiver is required.
Entry level vendor certifications are preferred. (e.g. CompTIA A+, Microsoft MTA)
Special Requirements:
Essential duties require the following physical skills and work environment:
Withstand exposure to noise, vibration, cool temperatures, computer monitor screens, and electrical hazards.
With or without accommodation, the “X” indicates the overall strength demand of the position during a typical workday:
___ Sedentary – lifting of no more than 10 pounds
___ Light – lifting no more than 20 pounds; carrying up to 10 pounds
_X_ Medium – lifting no more than 50 pounds; carrying up to 25 pounds
___ Heavy – lifting no more than 100 pounds; carrying up to 50 pounds
___ Very Heavy – team lifting over 100 pounds; carrying more than 50 pounds
Physical Demand Codes: The following describes whether or not the position is expected to exert the physical demands listed during a typical workday as well as the overall frequency of the task:
Codes for how often:
N = No
E = Extensive (100 – 70% of the time)
M = Moderate (60 – 30% of the time)
I = Infrequent (20 – 10% of the time)
A = Almost Never (<10% of the time)
Code / Task
_M_ Standing
_M_ Sitting
_M_ Walking
_M__ Lifting
_M_ Carrying
_I__ Pushing/Pulling
_A_ Overhead Work
_E_ Fine Dexterity
_M_ Kneeling
_M_ Crouching
_A_ Crawling
_M_ Bending
_M_ Twisting
_A_ Climbing
_M_ Balancing
_E_ Vision
_E_ Hearing
_E_ Talking
___ Other: ____________________