Technician II, Desktop Support SE

Job Description

• Provide technical support to DISD central staff, campus personnel and students in resolving computer, peripheral, network related issues.
• Escalate Tier 2 LAN and WAN connectivity issues to the appropriate Information Technology Departments.
• Resolve user access issues (e.g. SSO, MFA, VPN, Remote Access) and support district administrative software platforms, productivity suites, VPN clients, and other administrative department specialized software.
• Document interactions, incidents, service requests using the Districts IT Service Management System.
• Create technical documentation and contribute to knowledge base.
• Perform other duties as required by the IT Client Support Services Department, ensuring customer satisfaction, achievement of service level agreements, and compliance with Departmental polices procedures.

• Accredited High School Diploma or equivalent (U.S.A. Equivalency) with Comp-TIA Certification and two years’ experience in Information Technology support services.
• Experienced in Android, Apple iOS, MacOS, Chrome operating systems and the Google Suite applications.
• Proficient in analyzing and resolving technology hardware and software failures.
• Knowledge of application deployment and support tools in Microsoft System Center Configuration Manager (SCCM) is a plus.
• Knowledgeable in wired and wireless network technologies.
• Experienced with user and device management in Microsoft Active Directory.