IT Service Desk Representative

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

US:TX:Corpus Christi | Information Technology | Full Time

$ 18.69-18.69 USD

Description

Overview

The IT Service Desk Representative is the first point of contact for all Municipal Information System requests. They receive and handle customer inquiries, are expected to provide answers to common questions, perform routing procedures to resolve a high percentage of inquiries, and route more complex issues to a higher level of support.

Responsibilities

• Answer incoming calls from internal departments via the Call Manager tool
• Answer general questions using a documented triage of questions and reassign any technical issues to the appropriate IT support team using the IT Service Management (ITSM) tool
• Gather all pertinent information from our customers and document that information into the ITSM tool
• Navigate ITSM efficiently to find previously opened tickets and add notes to those tickets
• Responsible for including any missing or required information on a ticket before passing on to an analyst
• Call users to gather more information before passing ticket on to an analyst
• Responsible for resetting City Employee passwords for various systems
• May be asked to perform other duties as assigned

Position Type and Typical Hours of Work

• Flexibility to work evenings, weekends, and holidays is a schedule requirement
• In the event of an emergency, employees are required to work to provide for the safety and well-being of the public, including the delivery and restoration of vital services.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified in this position. This job description is subject to change as the needs and requirements of the job change.

Qualifications

• High School Diploma/GED
• Six (6) months of Experience

Licenses and Certifications

Required

• A valid driver's license is required; successful out-of-state candidates must be able to obtain a valid Texas driver's license within 90 days of hire

Employment Testing

Employment is contingent on passing any post-offer pre-employment screening as listed below:

• CJIS Criminal Background Check: Yes
• Physical Exam: Yes

Basis of Rating

A recruitment consultant will evaluate all applications against the posted qualifications and may request additional information. The city may also conduct additional skill assessment tests, in addition to the panel interview.

Supplemental Information

• Any position that lists a minimum qualification for education level and/or license/certification will require the applicant to provide proof of documentation if selected for hire into the position with the City of Corpus Christi.

The City of Corpus Christi is an Equal Opportunity Employer and complies with the Americans with Disabilities Act and Uniformed Services Employment and Reemployment Rights Act (USERRA). If you require an accommodation in order to apply for a position, please request assistance from the Human Resources Department.