Technician II, Help Desk

Position: Technician II, Help Desk (226 Days)
* Proficient in all Tier 1 skill sets

* Provide excellent customer phone support, monitor ACD application for high volume calls, resolve technical issues, log and escalate calls as appropriate

* Configuring network printers

* Mentor and provide support to tier 1 technicians

* Troubleshoot and problem solve efficiently by using active listening skills and asking pertinent questions

* Document each customer interaction through the incident management application

* Respond to telephone calls, email and personnel requests for technical support

* Identify and organize incidents according to priority

* Assign incidents to appropriate IT departments and technicians

* Apply knowledge of hardware and software troubleshooting to remotely resolve issues as identified by users

* Able to adapt to change productively and handle other essential tasks as assigned

* Perform other duties as required by the Help Desk Department, ensuring customer satisfaction and adhering to the Help Desk, Service Level Agreement (SLA)

* A degree in an education /technology field and/or 5 years in Information Technology

* Knowledge of Windows, Macintosh, and other operating systems used within the district

* Proficient in Microsoft Office applications

* Knowledge of Network and trouble-shooting connectivity issues

* Knowledge of computer hardware malfunctions and troubleshoot skills

* Ability to escalate problems to upper management

* Must maintain confidentiality

* Ability to meet tight deadlines

* Ability to perform duties with awareness of all requirements and DISD policies

* Excellent customer service skills