Help Desk Technician III (Immediate Opening)

The position is responsible for providing the initial employee support for technical inquiries received via the telephone, email, and/or ticketing system. Assesses nature of problem and resolves issues over the phone or escalates issue to appropriate tech support specialist.

Essential Functions / Key Responsibilities

1. Provides initial basic technical support using basic technical knowledge for inquiries received over the phone and/or email.

2. Applies basic technical knowledge to assess nature of problems and resolves simple and basic support issues over the phone.

3. Serves as first-level support for basic problems. Escalates non-complex issues or issues that need on-site assistance to appropriate technical support specialist.

4. Works under close supervision to ensure the proper operation of hardware, software, internet, personal devices, and telecommunication equipment with little to no latitude for independent judgement.

5. Keep informed of most recent trends and technologies.
6. Documents and completes information for reporting; collaborates and supports project initiatives.
7. Performs other related duties as assigned within the appropriate skill and experience capabilities, * Computer, computer software programs and peripherals, teacher resource materials and

equipment, copier, fax, and other equipment applicable to position.

• Frequent exposure to temperature extremes (hot and cold), humidity extremes, noise. Occasional

exposure to biological hazards (communicable diseases, bacteria, insects, mold, fungi, etc.

Physical Demands/Requirements:

• Maintain emotional control under stress; work with frequent interruptions/deadlines and prolonged or

irregular hours; Frequent walking, standing, stooping, bending, pulling and pushing; Occasional: Lifting and carrying 10-25 pounds frequently, 25-40 pounds occasionally, more than 45 pounds infrequently with assistance; Pushing/pulling 10-35 pounds sporadically; May be required under specific circumstances to provide physical restraint of students in danger of causing harm to themselves or others; Frequent districtwide and occasional statewide travel.

Do you have experience in Ticketing system technical support?, Do you have a High school diploma or GED?, * High school diploma or GED equivalent (recognized by the Texas Education Agency or a regional

accrediting agency)

• Up to one year of help desk technical support experience

• Candidate must have satisfactory outcome of fingerprinting background check. Non-refundable fee, * Associate degree from an accredited college or university

• One or more years of help desk technical support experience

Knowledge, Skills & Abilities

• Ability to troubleshoot, resolve and follow up with requests for assistance

• Demonstrated ability to problem solve and think critically

• Strong organization, communication, and interpersonal skills

• Ability to follow oral and written instructions under close supervision

• Ability to complete on-the-job training related to position