About Careertakes

👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.

Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

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Overview

Confidential Client is seeking an entry-level IT Service Desk Agent to provide first-level technical support for end users. This role is ideal for candidates with foundational technical knowledge, strong customer-service skills, and an interest in building an IT career. The position is full-time and based in Memphis, TN.

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What You’ll Do

As an IT Service Desk Agent you will be the primary contact for technology-related questions and incidents. Day-to-day responsibilities include:

• Serve as the first point of contact for students, staff, faculty, and other authorized users via phone, email, chat, walk-in, and ticketing systems.
• Troubleshoot and resolve common hardware, software, account-access, connectivity, printing, classroom-technology, and application issues.
• Assist users with password resets, multifactor authentication, and account-access issues.
• Use clear, non‑technical language to guide users through troubleshooting steps.
• Use remote-support tools when authorized to resolve issues.
• Create, update, prioritize, and resolve tickets in the IT service management platform; document troubleshooting steps and outcomes accurately.
• Escalate unresolved or complex issues to appropriate technical teams with full context and documentation.
• Monitor assigned tickets and communicate status updates to customers.
• Contribute to knowledge-base articles and suggest improvements to support documentation and processes.
• Follow incident, request, escalation, and quality‑assurance procedures and meet service-level targets.
• Identify and notify leadership about potentially high-impact or widespread incidents.
• Support special projects, technology deployments, and peak service periods as needed.

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Qualifications

Minimum requirements:

• High school diploma or equivalent.
• A minimum of two years of relevant experience, or an equivalent combination of coursework, internships, student employment, volunteer experience, or personal technology-support experience.
• Foundational knowledge of computers, mobile devices, operating systems, common applications, and internet connectivity.
• Strong customer-service, verbal, and written communication skills.
• Ability to document work accurately and follow established procedures.
• Ability to manage multiple requests and priorities in a fast-paced environment.
• Willingness to learn new technologies and support processes.
• May require satisfactory completion of a typing/keyboarding test.
• Must be authorized to work in the U.S.; Confidential Client is unable to sponsor employment visas at this time.

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Preferred Qualifications

• 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 similar environment.
• Experience supporting Microsoft Windows, macOS, Microsoft 365, web browsers, mobile devices, printers, or wireless connectivity.
• Experience with ticketing/ITSM platforms (e.g., ServiceNow, Jira Service Management, TeamDynamix, Freshservice).
• Familiarity with Active Directory / Microsoft Entra ID, multifactor authentication, remote-support tools, or endpoint-management technologies.
• Entry-level certifications such as CompTIA A+, HDI Support Center Analyst, ITIL Foundation, or Microsoft Fundamentals.
• Experience in higher-education, public-sector, healthcare, or other service-oriented environments.

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Required Knowledge, Skills & Abilities

• Strong commitment to customer service and active listening.
• Professional verbal and written communication skills.
• Basic technical troubleshooting and analytical skills.
• Ability to remain calm and professional in difficult interactions.
• Ability to follow procedures while recognizing situations requiring escalation.
• Ability to work independently and as part of a team.
• Ability to maintain confidentiality and exercise appropriate judgment.
• Ability to receive feedback and apply coaching.

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Working Conditions & Physical Requirements

• Work performed primarily in an office, service center, computer lab, or remote-support environment.
• Extended periods of computer and telephone use.
• Occasional lifting or moving of equipment up to 30 pounds.
• Some evening, weekend, holiday, on-call, or adjusted-schedule work may be required during high-volume periods, scheduled maintenance, major incidents, or institutional events.
• Regular and reliable attendance required.

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Compensation

• Estimated annual compensation: $38,529 (estimated).
• Full compensation details and benefits will be provided by Confidential Client during the interview process.

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Why Join

This is an excellent entry-level opportunity to start or grow an IT career supporting a large, service-oriented organization. You’ll gain hands-on experience with common end-user technologies, ticketing systems, security processes, and collaboration with technical teams. Confidential Client supports professional development and values customer-centered service delivery.

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Equal Opportunity & Hiring Transparency

Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.

If you have questions about how your data is used, please contact us directly.