First-Line IT Support Specialist

Abilene Zoological Gardens; Abilene (TX); On-site; USD 40,000 - 52,000; Full time

Job summary

Abilene Zoological Gardens seeks a Service Desk - Call Center Agent to be the first point of contact for IT support. You will handle requests via phone, email, and tickets, performing first-level troubleshooting and documentation.

Responsibilities include user account management in Microsoft 365, basic to advanced tasks, and escalating complex issues to Tier 2/3 as needed. Strong customer service and written communication are essential.

Qualifications

• One year of customer service experience is required.
• One year of help desk or technical support experience is required.
• High school diploma or GED required; associate degree preferred.

Responsibilities

• Log and categorize all support requests via the ticketing system.
• Provide basic troubleshooting and resolution for common issues (password resets, account unlocks, software setup, hardware basics).
• Escalate unresolved Tier 1 issues to Tier 2, and Tier 3 as needed.
• Assist in managing Microsoft 365 licenses and permissions (Exchange Online, SharePoint, Teams, OneDrive).
• Support Active Directory maintenance and security best practices; collaborate with the IT team.

Skills

Microsoft 365

Azure AD

Windows Server

Ticketing Systems

Remote Support

PowerShell

Customer Service

Active Directory

Education

High school diploma or GED

Associate degree in IT preferred

Tools

Microsoft Endpoint Manager

Azure Monitor

Exchange Online

SharePoint

Active Directory

Job description

Abilene Zoological Gardens seeks a Service Desk - Call Center Agent to be the first point of contact for IT support. You will handle requests via phone, email, and tickets, performing first-level troubleshooting and documentation.

Responsibilities include user account management in Microsoft 365, basic to advanced tasks, and escalating complex issues to Tier 2/3 as needed. Strong customer service and written communication are essential.