Service Desk Support Technician

Days Per Year: 260

Min: $46,280

Mid: $55,765

REPORT TO: Coordinator-Service Desk

WAGE/HOUR STATUS: Nonexempt

PAY GRADE: IT 1

PRIMARY PURPOSE:

The Service Desk Support Technician provides Level 1 support for incident resolution and service requests reported to the district service desk. The Service Desk Support Technician, through phone or email conversation is responsible for collecting information, accessing support tools and collaborating with additional Spring ISD departments. Additional responsibilities include the initial assessment, triage, research, and resolution of basic incidents or service requests (first call resolution). Problems beyond the scope of their abilities or responsibilities are escalated to the next level technical resources or relevant Spring ISD business areas.

All employees of SISD are expected to act with integrity, support organizational goals, communicate in a clear and respectful manner, championing the needs of our students and drive continuous improvement.

QUALIFICATIONS:

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

SPECIAL NOWLEDGE/SKILLS:

• Proven track record of results driven high quality customer service.
• Must be able to demonstrate advanced knowledge and ability to operate computer-based systems and software.
• Must be able to demonstrate ability to triage and troubleshoot intermediate computer-based issues in a call center environment.
• Must have great verbal and written communication skills in order to effectively interact with customers, team members and IT management.
• Must be able to demonstrate analytical, organization and prioritization skills.
• Must have great teamwork and interpersonal skills.

MAJOR RESPONSIBILITIES AND DUTIES:

• 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. Do the initial triage of the ticket by asking pertinent questions, using diagnostic tools and/or escalating the issue.
• Provide prompt follow up communications via telephone or email about tickets to users when appropriate.
• Establish priorities on Service Desk tickets based on established Service Desk and Technology Department’s guidelines and procedures.
• Work as the single point of contact for initial technical support and service request.
• Maintain and improve quality assurance results by adhering to the Technology Department’s standard operating procedures and Spring ISD district’s policies and procedures.
• Identify ways to improve business processes with the goal of increasing customer satisfaction. Make recommendations to the Supervisor and as appropriate implement the recommendations. Monitor the result and submit status reports as appropriate.
• Make the customers’ experiences the first priority in all operations. Inform customers by explaining procedures, answering questions and providing information.
• Assist with hardware and software repairs of desktops and laptops (including hard drive, laptop screens, motherboards, etc.).
• Perform all other duties as assigned.

WORKING CONDITIONS:

The usual and customary methods of performing the job’s functions require the following physical demands: physical mobility, standing, prolonged sitting and use of a computer, some lifting, carrying, pushing, and/or pulling. This position will also require traveling within the district. Mental demands: Ability to solve problems and deal with a variety of situations; Interface with all levels of leadership, dynamic environment with changing priorities and occasional irregular hours. Ability to be effective in both oral and written communication and the ability to maintain emotional control under stress.

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 be required.