Technician, Help Desk (226 Days)

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 IT 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
• Support instructional software applications
• Attend training and meetings as required
• Follow attendance policy as assigned by supervisor
• Perform other functions that may be assigned by Infrastructure Department and/or supervisor
• Follow all rules, regulations, and policies of Dallas ISD

• Accredited High School Diploma or equivalent (U.S.A. Equivalency); and two years experience in Information Technology support services
• A+ Certification preferred
• Knowledge of Microsoft Operating Systems, Microsoft Office Suite and Office 365
• Knowledge of Mac OS, IOS, Chrome OS, Google Applications for Education
• Knowledge in troubleshooting and resolving operating system and software issues
• Knowledge in troubleshooting and resolving technology hardware failures
• Strong verbal and written communication skills
• Knowledge of audio-visual devices preferred
• Knowledge of TCP/IP and basic networking protocols
• ITIL V3 Certification preferred
• Must maintain confidentiality
• Excellent customer service skills