Int IT Cust Serv Rep-12M

Houston ISD • Houston, TX

8d

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. 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. The UDA is more focused on the definition, selection, design, imaging and third tier support. 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 moderate scope and complexities where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action.

Requirements

• Ability to address incidents of service interruption.
• Ability to re-initiate service or properly escalate for resolution.
• Ability to provide first and second tier support for IT systems, reports, workstations, laptops, printers, phone sets, hand-held devices, portable learning devices, applications or data, and educational technologies.
• Ability to resolve problems on the phone or by email.
• Ability to provide local service if issues cannot be resolved remotely.
• Ability to work on problems of moderate scope and complexities.
• Ability to analyze situations or data requiring a review of a variety of factors.
• Ability to exercise judgment within defined procedures and practices to determine appropriate action.

Responsibilities

• Address incidents of service interruption.
• Re-initiate service or properly escalate for resolution.
• Provide first and second tier support for IT systems, reports, workstations, laptops, printers, phone sets, hand-held devices, portable learning devices, applications or data, and educational technologies.
• Resolve problems on the phone or by email.
• Provide local service if issues cannot be resolved remotely.
• Work on problems of moderate scope and complexities.
• Analyze situations or data requiring a review of a variety of factors.
• Exercise judgment within defined procedures and practices to determine appropriate action.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed