Help Desk Technician

Dallas, Texas

Dallas Independent School District

Description

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.

Qualifications

Accredited High School Diploma or equivalent (U.S.A. equivalency).
Two years' experience in Information Technology support services.
A+ and ITIL Certification preferred.
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 audio-visual devices preferred.
Knowledge of TCP/IP and basic networking protocols.
Must maintain confidentiality.

Date Posted: 04 May 2025