IT Service Desk Agent — First‑Line Support

Abilene; Abilene, Northern (TX, KY); Hybrid; USD 22,000 - 39,000; Full time

Job summary

City of Abilene is posting a Service Desk - Call Center Agent for its Information Technology division. The role handles incoming requests via phone, email, and tickets, delivering first-level IT support and proper documentation, with escalation to higher tiers when needed.

The ideal candidate has at least one year in customer service or help desk, a high school diploma, and familiarity with Microsoft 365 and AD. Local on-site work at City Hall is required.

Qualifications

• 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.
• A valid Texas driver’s license or ability to obtain one within 90 days is required.
• Entry level vendor certifications are preferred (e.g. CompTIA A+).

Responsibilities

• Answer and respond to phone calls, emails, and tickets; log, categorize, and prioritize requests.
• Provide basic troubleshooting for common issues and document resolutions in tickets.
• Escalate unresolved Tier 1 issues to Tier 2 and Tier 3 as needed.
• Assist in knowledge base improvements and recurring issue identification.
• Support Microsoft 365 applications (Exchange Online, SharePoint, Teams, OneDrive).
• Manage user accounts, licenses, permissions, and AD maintenance.

Skills

Customer service

Verbal communication

Written communication

Team collaboration

Troubleshooting basics

Microsoft 365 understanding

Azure familiarity

Active Directory management

PowerShell basics

Education

High school diploma or GED

Associate’s degree in IT preferred

Tools

Microsoft 365

Azure

Active Directory

Azure Monitor

Intune / MEM

Job description

City of Abilene is posting a Service Desk - Call Center Agent for its Information Technology division. The role handles incoming requests via phone, email, and tickets, delivering first-level IT support and proper documentation, with escalation to higher tiers when needed.

The ideal candidate has at least one year in customer service or help desk, a high school diploma, and familiarity with Microsoft 365 and AD. Local on-site work at City Hall is required.