1 IT Specialist I Help Desk (Multiple Positions) Job in Fort Worth, TX
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IT Specialist I Help Desk (Multiple Positions)
$74k-91k (estimate)
Full Time
1 Week Ago
Fort Worth ISD is Hiring an IT Specialist I Help Desk (Multiple Positions) Near Fort Worth, TX
IT Specialist I – Help DeskReports to: IT Manager II – Help Desk
Pay Grade: 501
Duty Days: 239
Salary: $45,219 - $54,492
FLSA Status: Non- Exempt
Position PurposeProvides 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
Pay Grade: 501
Duty Days: 239
Salary: $45,219 - $54,492
FLSA Status: Non- Exempt
Position PurposeProvides 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.
- 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 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 performs as a team player; promotes teamwork; responds and acts appropriately in confrontational situations.
- Performs all job-related duties as assigned and in accordance with 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 courtesy with technical and non-technical employees and management staff.
- Ability to prioritize customer service by maintaining a user-focused mindset and addressing concerns with empathy and professionalism.
- Ability to handle difficult and stressful situations with professional composure.
- Ability to demonstrate strong analytical and problem-solving skills to troubleshoot and resolve complex technical issues efficiently.
- Ability to effectively communicate technical information to non-technical users and collaborate with other departments to streamline support efforts.
- Ability to maintain documentation of common issues, resolutions, and standard operating procedures to facilitate efficient problem-solving.
- Ability to stay current with technology trends and be adaptable to changes in the IT landscape, ensuring the helpdesk remains at the forefront of support capabilities.
- Ability to use software to access databases, email, create spreadsheets, and do word processing.
- Ability to organize and coordinate work.
- Ability to communicate effectively, in both oral and written forms.
- Ability to engage in self-evaluation with regard to performance and professional growth.
- Ability to establish and maintain cooperative working relationships with others contacted in the course of work.
- Travels to school district buildings and professional meetings as required.
- Tools/Equipment Used: Standard office equipment, including computer and peripherals.
- Posture: Prolonged sitting and standing; occasional stooping, squatting, kneeling, bending, pushing/pulling, and twisting.
- Motion: Frequent repetitive hand motions, including keyboarding and use of mouse; occasional reaching.
- Lifting: Occasional light lifting and carrying (less than 15 pounds).
- Environment: Works in an office setting; occasionally requires irregular and/or prolonged hours.
- Attendance: Regular and punctual attendance at the worksite is required for this position.
- Mental Demands: Maintains emotional control under stress; works with frequent interruptions.
- Education: Accredited High School diploma, GED, or Texas Certificate of High School Equivalency required.
- Certification/License: None.
- Experience: 3 years’ experience in customer support or IT roles required.
- Language: Bilingual fluency (English/Spanish oral and written) preferred.
Job Summary
JOB TYPE
Full Time
SALARY
$74k-91k (estimate)
POST DATE
06/22/2024
EXPIRATION DATE
07/20/2024
WEBSITE
fwisd.com
HEADQUARTERS
Fort Worth, TX
SIZE
<25
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