IT Service Desk Agent

ESSENTIAL JOB FUNCTIONS: Works under the direction of the Service Delivery Manager and is responsible for providing professional and efficient helpdesk support to the City of Memphis staff. Provides customer technical support and troubleshooting via phone and remotely. Utilizes ticket tracking to document all support incidents. Creates and maintains detailed service desk documentation. Reports metrics and Key Performance Indicators (KPI’s) to assigned manager. Tracks and analyze trends in help desk requests and generate statistical reports.

OTHER FUNCTIONS:

• Performs additional functions (essential or otherwise) which may be assigned.

TYPICAL PHYSICAL DEMANDS: Must be able to communicate clearly both verbally and in writing. Requires the ability to operate general office equipment such as a computer, telephone, and wireless technology.

TYPICAL WORKING CONDITIONS: Work is performed in an office environment which involves contact with the staff and management.

MINIMUM QUALIFICATIONS: Associates degree with two (2) years of experience or any combination of experience and training, which enables one to perform the essential job functions.

The City Charter requires that City Employees must establish residence within Shelby County within six (6) months from date of Employment. Proof of residence will be required at the time of hire. The City Charter requires that City Employees, with the EXECEPTION of “first responders”, must establish residence within Shelby County within six (6) months from their date of Employment. Proof of residence will be required at the time of hire. As defined by Tennessee House Bill 105, "first responder means paid, full-time law enforcement officers, firefighters, and emergency medical personnel and dispatchers of law enforcement, fire and emergency medical service departments."

The City of Memphis is committed to providing access and reasonable accommodation in its services, programs, activities, and employment for individuals with disabilities. To request disability accommodation in the application process, contact the Office of Talent Management at [email protected].