IT Specialist I - Help Desk

Provides best-in-class customer service support, serving as the first line of contact for all customers and solves a variety of client issues with rapid resolution. Ensures seamless technology support for students, faculty, and staff. Provides timely and effective assistance with hardware, software, and connectivity issues, fostering a customer-centric approach to address the diverse technology needs within the educational environment. Strengthens client relationships by working one-on-one with customers via phone, guiding them through troubleshooting technical issues. ESSENTIAL JOB FUNCTIONS

• Identifies, diagnoses, and resolves Level One issues for users of district approved computer software and hardware, network connectivity, and new computer technology in a call center environment.
• Escalates unresolved issues appropriately per defined playbook and in accordance with service level agreements. Acts as the single point of contact for the end user until resolution.
• Documents problems, troubleshooting steps, and resolutions via ticketing system.
• Troubleshoots deployed solutions, collaborates with escalated support, and works with the technology team to address recurring technical issues
• Communicates with end-users to understand and address their technology-related concerns, maintaining a customer service approach.
• Utilizes the helpdesk ticketing system, ensuring timely response and resolution of user-reported issues.
• Maintains and updates documentation of common issues, resolutions, and standard operating procedures to facilitate efficient problem-solving.
• Maintains quality assurance measures to ensure the delivery of high-quality technical support services and adherence to service level agreements (SLAs).
• Performs analysis, diagnosis, and resolution of hardware and software problems for various end users.
• Communicates with internal clients, responding via phone, email, and Teams, and provides product support.
• Documents issues in the ticketing system and contributes to the knowledge base with Training team.

SAFETY

• Performs preventive maintenance on tools and equipment and ensures equipment is in safe operating condition.
• Follows established safety procedures and techniques to perform job duties including lifting and climbing; operates tools and equipment according to established safety procedures.
• Corrects unsafe conditions in work area and promptly reports any conditions that are not immediately correctable to supervisor., * All Fort Worth ISD employees must maintain a commitment to the District's mission, vision, and strategic goals.
• Exhibits high professionalism, standards of conduct and work ethic.
• Demonstrates high quality customer service; builds rapport/relationship with the consumer.
• Demonstrates cultural competence in interactions with others; is respectful of co-workers; communicates and acts as a team player; promotes teamwork; responds and acts appropriately in confrontational situations.

OTHER DUTIES AS ASSIGNED

• Performs all job-related duties as assigned and in accordance to the Board rules, policies and regulations. All employees are expected to comply with lawful directives in rare situations driven by need where a team effort is required., * Travels to school district buildings and professional meetings as required.

PHYSICAL & MENTAL DEMANDS, WORK HAZARDS

• Tools/Equipment Used: Standard office equipment, including computer and peripherals.
• Posture: Prolonged sitting; occasional stooping, squatting, kneeling, bending, pushing/pulling, and twisting.
• Motion: Frequent repetitive hand motions, including keyboarding and use of mouse; occasional reaching.
• Lifting: Occasional light lifting and carrying (less than 15 pounds).
• Environment: Works in an office setting; may require occasional irregular and/or prolonged hours.
• Attendance: Regular and punctual attendance at the worksite is required for this position; may require occasional irregular and/or prolonged hours, including evenings and weekends.
• Mental Demands: Maintains emotional control under stress; works with frequent interruptions; regularly required to speak publicly or listen intently to other points of view.

• Knowledge of various hardware, software, and networking technologies to guide the resolution of technical issues.
• Skill in active listening; giving full attention to what other people are saying, taking time to understand the points communicated, asking questions as appropriate, and not interrupting at inappropriate times.
• Skill in communication of technical jargon to common language for all stakeholders. * Skill in interpersonal relations using tact, patience, and courtesy with technical and non-technical employees and management staff.
• Ability to prioritize customer service by maintaining a user-focused mindset and addressing concerns with empathy and professionalism.
• Ability to handle difficult and stressful situations with professional composure.
• Ability to demonstrate strong analytical and problem-solving skills to troubleshoot and resolve complex technical issues efficiently.
• Ability to effectively communicate technical information to non-technical users and collaborate with other departments to streamline support efforts.
• Ability to maintain documentation of common issues, resolutions, and standard operating procedures to facilitate efficient problem-solving.
• Ability to stay current with technology trends and be adaptable to changes in the IT landscape, ensuring the helpdesk remains at the forefront of support capabilities.
• Ability to use software to access databases, email, create spreadsheets, and do word processing.
• Ability to organize and coordinate work.
• Ability to communicate effectively, in both oral and written forms.
• Ability to engage in self-evaluation with regard to performance and professional growth.
• Ability to establish and maintain cooperative working relationships with others contacted in the course of work., * Education: Accredited High School diploma, GED, or Texas Certificate of High School Equivalency required.
• Certification/License: None.
• Experience: 3 years' experience in customer support or IT roles required.
• Language: Bilingual fluency (English/Spanish oral and written) preferred.