IT Service Desk Agent — Tier 1 Microsoft 365 Support

City of Abilene, Texas; Abilene (TX); On-site; USD 33,000 - 39,000; Full time

Job summary

City of Abilene, Texas is seeking 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, perform basic troubleshooting, and escalate complex issues to Tier 2/3 as needed.

The role focuses on documenting resolutions, maintaining security and health of Microsoft 365 and Windows Server environments, and contributing to knowledge base improvements.

Qualifications

• One year of customer service experience is required.
• One year of experience in a help desk or technical support role is required.
• Experience in technical support or customer service is preferred.
• A high school diploma or GED is required.
• An associate's degree in information technology or a related field is preferred.
• 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)

Responsibilities

• 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 elevate unresolved Tier 1 issues to Tier 2 Service Desk agents, ensuring a smooth handoff, and further upgrade 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.

Skills

Microsoft 365 administration

Azure Active Directory

Windows Server management

Ticketing systems

Remote support tools

PowerShell scripting

Customer service

Networking basics

Education

High school diploma or GED

Associate degree in IT or related field

Tools

Exchange Online

SharePoint

Teams

OneDrive

Microsoft Endpoint Manager

Azure Monitor

Job description

City of Abilene, Texas is seeking 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, perform basic troubleshooting, and escalate complex issues to Tier 2/3 as needed.

The role focuses on documenting resolutions, maintaining security and health of Microsoft 365 and Windows Server environments, and contributing to knowledge base improvements.