Service Desk Support

Ysleta Independent School District•El Paso, TX

3d•Onsite

About The Position

Respond to user inquiries; assess problems, research, and provide resolutions of basic incidents such as computer hardware, software, network connectivity, other software applications and in-house programs. The objective is to resolve as many problems as possible and refer problems that cannot be resolved to level support with a detailed technical analysis of the problem. Work closely with other Technology Information Systems department personnel to provide assistance on tasks that are outside the scope of the basic knowledge or expertise. Adhere to federal and state laws, as well as, district policies, procedures, and regulations.

Requirements

Bachelor's degree, Computer Science preferred and two (2) years' work experience in technology field, preference in help desk support or Associates degree, Computer Science preferred and six (6) years' work experience in technology field, preference in help desk support.
Working knowledge of current computer hardware and software, with emphasis on microcomputer applications.
Strong computer skills and the ability to troubleshoot and diagnose problems.
Strong familiarity with both PC and Mac hardware and software.
Experience with network repairs and analysis, good customer service skills, ability to communicate effectively to help customers fix their issues and feel satisfied with the experience.
Must have a valid Texas or New Mexico driver's license and be insurable by the district's auto liability insurance carrier.
Subject to the YISD drug and alcohol testing and regulation.

Responsibilities

Responding to queries via phone, chat, email, or in person.
Provide support by diagnosing and troubleshooting district technology issues to Local Area Network, Wide Area Network and Wireless networks, computer repair, student information system, financial systems and other application software issues.
Install and maintain enterprise in desktop management applications such as anti-virus, service desk ticketing system and transportation routing applications.
Install, configure and troubleshoot network/local printers and other peripheral issues.
User password management for various district applications such as email, finance and human resources applications.
Manage users and computers in Active Directory (AD).
Following up with customers to ensure full resolution of issues.
Installing or changing software and fix issues to adapt to district AD policies.
Remotely accessing hardware or software to make changes and fix problems.
Develop and archive problems, resolutions, and procedures necessary for the maintenance of the technology knowledge bases system.
Monitor and identify failure trends in networks, hardware and software application, in order to prevent system failures, identify deficiencies and recommend training needs.
Maintain expertise in multiple technology applications (student/finance systems, networks, office applications, email, etc.) necessary to provide optimal technical support.
Work in conjunction with technical staff to coordinate assistance on networks, application software, computer hardware, and telecommunications problems.
Attendance at the work site is required to meet essential functions of the job.
Participate in professional development activities as required by the district.
Follow established safety procedures to perform job duties; support district/department goals.
Maintain a professional code of ethics and perform other duties as assigned.