Int IT Cust Serv Rep-11M

Houston Independent School District • Houston, TX

2d • Hybrid

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: a call center/Service Desk, dispatched to a campus or location, or resident at a location. Employees generally contact the Service Desk for requests related to IT systems, reports, workstations, laptops, printers, phone sets, hand-held devices, portable learning devices, applications or data, and educational technologies. This Customer Service Specialist (CSS) differs from the User Device Administrator (UDA) position in that it is the first two tiers of support focused on getting the service installed or working, while the UDA is more focused on definition, selection, design, imaging, and third-tier support. If the Service Desk cannot resolve the problem over the phone or by email, local service will be provided either by dispatch or, if a campus can afford it, a local customer service specialist will respond to the issue. The role works on problems of moderate scope and complexity where analysis of situations or data requires a review of a variety of factors, exercising judgment within defined procedures and practices to determine appropriate action.

Requirements

• Applies acquired job skills and company policies and procedures to complete assigned tasks.
• Skill level is still developing towards journey-level contributor, but has solid foundation in many of the critical IT competencies needed to perform the job.
• Requires developing applied knowledge of ITIL incident and problem management techniques.
• Basic office equipment and Microsoft Office proficiency.
• Commute to multiple work sites in a day and perform dispatched resolution.
• Ability to lift up to 50 pounds.
• Strong communication and interpersonal skills required to understand, troubleshoot and calm problem situations.
• Responds promptly and accurately to customer complaints, inquiries and requests for information and coordinates appropriate follow-up.
• May handle escalated issues passed on from co-workers or subordinates.

Nice To Haves

• Associate Degree or 60 hours

Responsibilities

• Works in either a call center or on the client site to coordinate, diagnose and troubleshoot incoming employee calls or incident tickets.
• Provides highly visible customer support through the performance of onsite installation, as well as overseeing any necessary diagnosis, troubleshooting, service and repair of complex equipment and systems.
• 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.
• Develops, documents, and implements standard operating procedures and customer service guidelines.
• 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: Associate degree