Service Desk Technician

Starting Date:
Immediately

Min: $46,800

Mid: $56,389

JOB TITLE:

Technician – Service Desk Support

WAGE/HOUR STATUS:
Nonexempt

PAY GRADE: IT 1

The Service Desk Support Technician provides Level 1 support for incident resolution and service requests reported to the district service desk. Through phone or email communication, they collect information, access support tools, and collaborate with additional Spring ISD departments. Responsibilities include the initial assessment, triage, research, and resolution of basic incidents or service requests (first‑call resolution). Problems beyond their scope are escalated to higher‑level technical resources or relevant business areas.

Required:

• High School graduate or GED from an accredited institution
• Two years or more of related technical experience in a call‑center environment

Preferred:

• Bachelor’s degree from an accredited college or university
• Microsoft Certified Professional a plus
• HDI certification a plus

• Proven track record of results‑driven high‑quality customer service
• Advanced knowledge and ability to operate computer‑based systems and software
• Ability to triage and troubleshoot intermediate computer‑based issues in a call‑center environment
• Excellent verbal and written communication skills for interacting with customers, team members, and IT management
• Analytical, organizational, and prioritization skills
• Strong teamwork and interpersonal skills

• Provide customer service and/or technical support for computers, technology devices, applications, and networked‑based problems
• Document reported issues or requests by creating tickets in an online Service Desk System, performing initial triage, and escalating when necessary
• Provide prompt follow‑up communications via telephone or email regarding tickets to users when appropriate
• Establish priorities on Service Desk tickets based on established guidelines and procedures
• Serve as the single point of contact for initial technical support and service request
• Maintain and improve quality assurance results by adhering to standard operating procedures and district policies
• Identify ways to improve business processes to increase customer satisfaction; make and implement recommendations, monitor results, and submit status reports as appropriate
• Prioritize the customer experience in all operations, explaining procedures, answering questions, and providing information
• Assist with hardware and software repairs of desktops and laptops (including hard drives, screens, motherboards, etc.)
• Perform all other duties as assigned

The usual and customary methods of performing the job’s functions require physical mobility, standing, prolonged sitting, use of a computer, and some lifting, carrying, pushing, or pulling. Traveling within the district is required. Mental demands include problem solving, dealing with a variety of situations, interfacing with all levels of leadership, and maintaining control under stress in a dynamic environment with changing priorities and occasional irregular hours.

The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of responsibilities and duties that may arise.

Full‑Time

• Citizenship, residency, or work visa required

• Spring ISD Careers
• 16717 Ella Blvd
• Houston, Texas 77090‑4213
• Phone: (281) 891‑6000
• Email: careers