IT Service Desk Agent

University of Memphis; Memphis, Northern (TN, KY); Hybrid; USD 36,000 - 54,000; Full time

Job summary

University of Memphis is seeking an IT Service Desk Agent to provide first-level technical support to students, faculty, staff and other authorized users on campus. The role serves as the primary contact for technology-related questions, incidents, and service requests via telephone, email, chat, walk-in support, and the IT service management system.

The ideal candidate is entry-level, with foundational technical knowledge, strong customer-service skills, and an interest in developing a career

Qualifications

• Entry-level role requiring foundational technical knowledge.
• Strong customer-service skills.
• Interest in developing a career in information technology.

Responsibilities

• Provide first-level technical support to students, faculty, staff, and other authorized users.
• Receive questions, incidents, and service requests via phone, email, chat, walk-in, and ITSM system.
• Document customer interactions accurately and escalate issues as needed.

Skills

Foundational tech knowledge

Customer-service skills

IT career interest

Job description

The IT Service Desk Agent provides first-level technical support to students, faculty, staff, and other authorized users. This position serves as a primary point of contact for technology-related questions, incidents, and service requests received through telephone, email, chat, walk-in support, and the IT service management system.

The Service Desk Agent delivers timely, courteous, and effective assistance; documents customer interactions accurately; resolves common technology issues; and escalates more complex matters to the appropriate technical support team. This is an entry-level position designed for an individual who has foundational technical knowledge, strong customer-service skills, and an interest in developing a career in information technology.