IT Help Desk Associate – First-Response Support

City of Corpus Christi; Corpus Christi (TX); On-site; USD 25,000 - 28,000; Full time

Job summary

City of Corpus Christi is seeking an IT Service Desk Representative to be the first point of contact for Municipal Information System inquiries. You will handle calls, provide answers, triage requests, and route complex issues to the appropriate IT support teams.

The role requires a High School Diploma or GED and at least 6 months of related experience. Flexibility to work evenings, weekends, and holidays is expected as part of a city schedule.

Qualifications

• High School Diploma or GED is required.
• At least 6 months of related experience preferred.

Responsibilities

• Answer incoming calls from internal departments via the Call Manager tool.
• Answer general questions using a documented triage and reassign technical issues to the IT support team via the ITSM tool.
• Gather and document information from customers in the ITSM system.
• Navigate ITSM to locate tickets and add notes to existing records.
• Ensure all required information is included on a ticket before escalation to an analyst.
• Call users to gather more information before passing tickets to an analyst.
• Reset City employee passwords for various systems as needed.
• Perform other duties as assigned.

Education

High School Diploma/GED

Job description

City of Corpus Christi is seeking an IT Service Desk Representative to be the first point of contact for Municipal Information System inquiries. You will handle calls, provide answers, triage requests, and route complex issues to the appropriate IT support teams.

The role requires a High School Diploma or GED and at least 6 months of related experience. Flexibility to work evenings, weekends, and holidays is expected as part of a city schedule.