IT Specialist - Help Desk

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.

Reports to: IT Manager II
- Help Desk

Salary: $47,800-$57,609

Pay Grade: 501

Duty Days: 239

FLSA Status: Non-Exempt

PC#: 23465

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.

• 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.

• 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.

• None

• All Fort Worth ISD employees must maintain a commitment to the Districts 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.

• Performs all job-related duties as assigned and in accordance to the Board rules, policies and regulations. All employees are expected to comply with lawful directives in rare situations driven by need where a team effort is required.

• Knowledge of various hardware, software, and networking technologies to guide the resolution of technical issues.
• Skill in active listening; giving full attention to what other people are saying, taking time to understand the points communicated, asking questions as appropriate, and not interrupting at inappropriate times.
• Skill in communication of technical jargon to common language for all stakeholders.
• Skill in interpersonal relations using tact, patience, and…