Assoc IT Cust Serv Rep-11M

Houston Independent School District • Houston, TX

9h

About The Position

This position addresses incidents of service interruption and takes steps to re-initiate service or properly escalate for resolution. This position may work in one of three settings. It may be in a call center/Service Desk, dispatched to a campus or location, or resident at a location. Generally, employees will contact the Service Desk for a request for service related to IT systems, reports, workstations, laptops, printers, phone sets, hand-held devices, portable learning devices, applications or data, and educational technologies. If the Service Desk is not able to resolve the problem on the phone or by e-mail, local service will be provided in one of two ways. It will be dispatched or, if a campus can afford it, a local customer service specialist will respond to the issue. Works on problems of limited scope and complexities. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.

Requirements

• High School Diploma or GED; prefer Associate Degree or 60 hours
• Less than 6 months
• Acquires job skills and learns company policies and procedures to complete routine tasks.
• Begins to achieve primary level of certification in field.
• Basic office equipment and Microsoft Office.
• Strong communication and interpersonal skills required to understand, troubleshoot and calm problem situations.

Responsibilities

• Works in either a call center or on the client site to coordinate, diagnose and troubleshoot incoming employee calls or incident tickets.
• Provides support services to employees with information technology issues involving applications or data, and educational technologies.
• Provides timely resolution of problems or escalation on behalf of customer to appropriate personnel and provides case status updates to management and end-users.
• May be involved in supporting conferences and large training meetings of users in one location. During this time, local support is critical and provides proactive time for upgrades, maintenance, etc.
• Performs other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees