Help Desk Technician (226 Days)
About The Position
Provide a high level of customer service and technology phone support to Dallas ISD campus principals, teachers, central staff, and Students/parents. Responsible for first-call resolution by troubleshooting and resolving technical issues related to district computers and enterprise applications. The onsite position will provide excellent customer phone support, using ACD application, resolve technical issues, log and escalate calls as appropriate. Troubleshoot and problem-solve efficiently by using active listening skills and asking pertinent questions. Document each customer interaction through the incident management application. Respond to telephone calls, emails, chat, and personnel requests for technical support. Assign incidents to appropriate EdTech departments and technicians. Apply knowledge of computer hardware and software troubleshooting to remotely resolve issues as identified by users. Support computers, mobile devices, digital A/V equipment and peripherals, in addition to instructional software applications. Follow attendance policy as assigned by supervisor and attend training and meetings as required. Perform all other duties as assigned.
Requirements
- Accredited High School Diploma or equivalent (U.S.A. equivalency).
- Two years' experience in Information Technology support services.
- Strong verbal and written communication skills, and excellent customer service skills.
- Knowledge of Microsoft Operating Systems, Microsoft Office Suite and Office 365.
- Knowledge of Mac OS, IOS, Chrome OS, and Google Applications for Education.
- Knowledge of troubleshooting and resolving operating system, software issues and technology hardware failures.
- Knowledge of TCP/IP and basic networking protocols.
- Must maintain confidentiality.
Nice To Haves
- A and ITIL Certification preferred.
- Knowledge of audio-visual devices preferred.
Responsibilities
- Provide customer service and technology phone support
- Troubleshoot and resolve technical issues
- Provide customer phone support using ACD application
- Log and escalate calls
- Troubleshoot and problem-solve
- Document customer interactions
- Respond to telephone calls, emails, chat, and personnel requests for technical support
- Assign incidents to appropriate EdTech departments and technicians
- Apply knowledge of computer hardware and software troubleshooting to remotely resolve issues
- Support computers, mobile devices, digital A/V equipment and peripherals, in addition to instructional software applications
- Follow attendance policy
- Attend training and meetings
- Perform other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Executive, Legislative, and Other General Government Support
Education Level
High school or GED
