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City of Memphis

IT Service Desk Agent

City of Memphis
Memphis, TN $44k - $64k/yr Full time Posted 20d ago
Customer Service Customer Support Help Desk Support Incident Management Information Technology (IT) It Service Management IT Services KPI Reporting Phone Support Remote Support Service Desk Documentation Technical Support Ticket Tracking
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Job Description

In this onsite IT Service Desk Agent role, you will support City of Memphis staff by resolving technical issues, documenting incidents, and reporting service desk performance.

Responsibilities

  • Deliver professional, efficient helpdesk support to City of Memphis staff
  • Provide customer technical support and troubleshooting via phone and remote methods
  • Use ticket tracking to document all support incidents
  • Create and maintain detailed service desk documentation
  • Report metrics and Key Performance Indicators (KPIs) to the assigned manager
  • Track and analyze trends in help desk requests and generate statistical reports

Requirements

  • Support is provided under the direction of the Service Delivery Manager

Location: Memphis, TN (onsite)

Salary: USD 43,888 - 63,648 per yearly

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