Specialist - Service Desk Job Arlington area,Texas USA,IT/Tech

Support/Hourly - Position - Technology

Job Number

Start Date

Open Date 06/10/2026

Closing Date

PRIMARY PURPOSE:
Provide first-level technical support as the central point of contact for technology-related incidents and service requests. Utilize IT service management (ITSM) practices to ensure timely resolution, accurate documentation, and a high level of customer satisfaction.

QUALIFICATIONS:

Education/Certification:

High School diploma or GED from an accredited institution (required).

Experience:

Two years successful experience with customer service.
Technical support, either phone based or onsite (preferred).

SPECIAL KNOWLEDGE/SKILLS:

Proficient with IT service management platforms.
Superior oral and written communication skills.
Knowledge and understanding of customer service frameworks & best practices.
Experience in a team environment.
Detail oriented while simultaneously multi-taking.

Solution-oriented with strong problem-solving skills and outside-the-box thinking.

Ability to prioritize tasks and manage multiple requests in a fast-paced environment.

Excellent listening skills with the ability to demonstrate understanding of the customer's needs.
Use probing questioning and listening techniques to identify customer needs.
Spanish
- English bilingual proficiency to support service delivery to Spanish-speaking users (preferred).

MAJOR RESPONSIBILITIES AND DUTIES:

INSTRUCTIONAL MANAGEMENT

Provide instruction/training for both hardware and software related IT issues.

SCHOOL/ORGANIZATION CLIMATE

Promote and maintain positive morale among department, district, and campus employees.
Assist in advancing the mission, vision, goals, and strategic plan for the district.
Provide effective communication with technology staff and campus personnel.

SCHOOL/ORGANIZATIONAL IMPROVEMENT

Identify ways to improve processes/procedures that result in increased efficiency.

ADMINISTRATION AND FISCAL/FACILITIES MANAGEMENT

Provide outstanding customer service on the phone, in person, and through written communication.
Provide technical support via phone, email, help ticket, remote troubleshooting, and/or in person.
Log, categorize, and prioritize all incidents and service requests in the ITSM platform in accordance with established standards and service level targets.
Maintain accurate, detailed, and timely documentation of all ticket activity, including diagnostics, actions taken, and resolution outcomes.
Monitor ticket queues to ensure timely acknowledgment, assignment, and resolution in alignment with service level expectations (SLAs).
Apply standard incident, request fulfillment, and escalation procedures to ensure efficient and consistent service delivery.
Take full ownership of assigned tickets from intake through closure, ensuring proactive communication, consistent follow-up, and accountability throughout the lifecycle
Utilize knowledge base articles and contribute to documentation to improve first-call resolution and team efficiency. Document recurring issues and solutions.
Perform initial triage to differentiate between incidents, service requests, and changes, routing appropriately within the ITSM framework.
Track and document recurring issues to support trend analysis and continuous service improvement efforts.
Reopen or reassign tickets as needed based on user feedback or incomplete resolution, ensuring accountability and service quality.
Adhere to data quality standards within the ITSM system, ensuring consistency in categorization, notes, and closure codes.
Support reporting and metrics collection by maintaining clean and complete ticket data for performance analysis.
Apply appropriate diagnostic techniques and ask pertinent questions.
Determine the best solution to resolve issues based on the information available.
Escalate incidents according to defined procedures, including proper documentation and context to enable efficient resolution by higher-level support teams
Assist where required with imaging, repairs, and/or installations which may require travelling to campus locations.
Support parents, students, and former employees with technology related issues as deemed appropriate.
Receive, count, and track technology parts and supplies.
Maintain…