IT Specialist - Help Desk

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IT Specialist I - Help Desk

• Position Type:
  Leading District Professional/ Technology
• Date Posted:
  9/14/2026
• Location:
  
  District Service Center

IT Specialist I - Help Desk

Reports to:

IT Manager II - Help Desk
Salary: $47,800-$57,609
Pay Grade: 501
Duty Days: 239
FLSA Status:
Non-Exempt
PC#: 23465

POSITION PURPOSE
Provides best-in‑class customer service support, serving as the first line of contact for all customers and solves a variety of client issues with rapid resolution. Ensures seamless technology support for students, faculty, and staff. Provides timely and effective assistance with hardware, software, and connectivity issues, fostering a customer‑centric approach to address the diverse technology needs within the educational environment. Strengthens client relationships by working one‑on‑one with customers via phone, guiding them through troubleshooting technical issues.

ESSENTIAL JOB FUNCTIONS

• Identifies, diagnoses, and resolves Level One issues for users of district approved computer software and hardware, network connectivity, and new computer technology in a call center environment.
• Escalates unresolved issues appropriately per defined playbook and in accordance with service level agreements. Acts as the single point of contact for the end user until resolution.
• Documents problems, troubleshooting steps, and resolutions via ticketing system.
• Troubleshoots deployed solutions, collaborates with escalated support, and works with the technology team to address recurring technical issues
• Communicates with end-users to understand and address their technology‑related concerns, maintaining a customer service approach.
• Utilizes the helpdesk ticketing system, ensuring timely response and resolution of user‑reported issues.
• Maintains and updates documentation of common issues, resolutions, and standard operating procedures to facilitate efficient problem‑solving.
• Maintains quality assurance measures to ensure the delivery of high‑quality technical support services and adherence to service level agreements (SLAs).
• Performs analysis, diagnosis, and resolution of hardware and software problems for various end users.
• Communicates with internal clients, responding via phone, email, and Teams, and provides product support.
• Documents issues in the ticketing system and contributes to the knowledge base with Training team.

SAFETY

• Performs preventive maintenance on tools and equipment and ensures equipment is in safe operating condition.
• Follows established safety procedures and techniques to perform job duties including lifting and climbing; operates tools and equipment according to established safety procedures.
• Corrects unsafe conditions in work area and promptly reports any conditions that are not immediately correctable to supervisor.

SUPERVISORY RESPONSIBILITIES

• None

PERSONAL WORK RELATIONSHIPS

• All Fort Worth ISD employees must maintain a commitment to the District's mission, vision, and strategic goals.
• Exhibits high professionalism, standards of conduct and work ethic.
• Demonstrates high quality customer service; builds rapport/relationship with the consumer.
• Demonstrates cultural competence in interactions with others; is respectful of co-workers; communicates and acts as a team player; promotes teamwork; responds and acts appropriately in confrontational situations.

OTHER DUTIES AS…