It Specialist I - Help Desk (Multiple Positions)

Position Type:
Leading District Professional/Technology
Date Posted:
2/14/2024
Location:
DIVISION OF TECHNOLOGY
Closing Date:
Open Until FilledIT Specialist I - Help Desk
Reports to: IT Manager II - Help Desk
Pay Grade: 501
Duty Days: 239
Salary: $45,219 - $54,492
FLSA Status: Non- Exempt
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 performs as a team player; promotes teamwork; responds and acts appropriately in confrontational situations.

Other Duties as Assigned

• 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, Skills & Abilities

• 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.

Travel Requirements

• Travels to school district buildings and professional meetings as required.

Physical & Mental Demands, Work Hazards

• 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.

Minimum Required Qualifications

• 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.

This document is intended to describe the general nature and level of work being performed by people assigned to this job and is not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.