IT Service Desk Agent

University of Memphis
Memphis, TN

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.

• Serve as a first point of contact for customers requesting technical assistance.
• Respond to support requests received by telephone, email, chat, walk-in, self-service portal, or other approved channels.
• Provide courteous, professional, and customer-focused service.
• Troubleshoot and resolve common hardware, software, account-access, connectivity, printing, classroom technology, and application issues.
• Assist customers with password resets, multifactor authentication, account access, and other identity-related requests.
• Guide customers through troubleshooting steps using clear, nontechnical language.
• Use remote-support tools when appropriate and authorized.
• Confirm that the customer's issue has been resolved before closing the interaction.

• Create, update, categorize, prioritize, and resolve tickets in the IT service management system.
• Document the customer's issue, troubleshooting performed, resolution provided, and next steps.
• Follow established incident, request, escalation, and major incident procedures.
• Escalate unresolved or complex issues to the appropriate technical team with complete and accurate documentation.
• Monitor assigned tickets and communicate status updates to customers.
• Meet established service-level targets for response, resolution, documentation, and customer communication.
• Recognize potentially high-impact or widespread issues and notify service desk leadership promptly.

• Use approved knowledge articles, troubleshooting guides, scripts, and standard operating procedures.
• Identify missing, outdated, or inaccurate knowledge content.
• Create or recommend updates to knowledge articles based on recurring customer questions and successful resolutions.
• Participate in training, team meetings, service reviews, and continuous-improvement activities.
• Stay informed about current technology services, planned changes, outages, and institutional announcements.
• Follow established quality-assurance standards for customer interactions and ticket documentation.

• Verify customer identity before completing password resets, account changes, or other restricted activities.
• Protect confidential, personal, institutional, and regulated information.
• Follow information-security policies and report suspected phishing, compromised accounts, security incidents, or inappropriate system access.
• Maintain assigned equipment and comply with acceptable-use requirements.
• Support special projects, technology deployments, peak service periods, and other departmental activities.
• Perform other related duties as assigned.

• High school diploma or equivalent.
• Foundational knowledge of computers, mobile devices, operating systems, software applications, and internet connectivity.
• Demonstrated customer-service, communication, or problem-solving experience.
• Ability to communicate technical information clearly to customers with varying levels of technical knowledge.
• Ability to document work accurately and follow established procedures.
• Ability to manage multiple requests and priorities in a fast-paced environment.
• Willingness and ability to learn new technologies, applications, and support processes.
• Equivalency statement:
  Relevant coursework, technical training, internships, student employment, volunteer experience, or personal technology-support experience may be considered in place of formal professional IT experience.

• Associate degree, technical diploma, college coursework, or industry training in information technology, computer science, cybersecurity, business technology, or a related field.
• Up to one year of experience in customer service, technical support, a call center, computer lab, service desk, retail technology, or a related environment.
• Experience supporting Microsoft Windows, macOS, Microsoft 365, web browsers, mobile devices, printers, or wireless connectivity.
• Experience using a ticketing or IT service management platform such as Service Now, Jira Service Management, Team Dynamix, Fresh service, or a similar system.
• Familiarity with Active…