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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Specialist I - Help Desk - **Company:** Fort Worth Independent School District - **Location:** United States - **Experience:** Experienced - **Salary:** $47,800.0 - $57,609.0 - **Contract:** Permanent contract - **Skills:** Software Applications, Spreadsheets, Databases, Text Processing, Issue Tracking Systems, Network Connections, Computer Network Technologies, Peripherals, Information Technology - **Published:** September 15, 2026 - **Apply:** https://www.applitrack.com/fortworth/onlineapp/JobPostings/view.asp?all=1&AppliTrackJobId=7585&AppliTrackLayoutMode=detail&AppliTrackViewPosting=1 ## About the Role * 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. ## Description 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. ## Related Videos - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Launching a marketplace on-time: A lesson in taking shortcuts using spreadsheets!](https://www.wearedevelopers.com/videos/477-launching-a-marketplace-on-time-a-lesson-in-taking-shortcuts-using-spreadsheets) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Fake or News - AI Toothbrushes, Carrier Pigeon Tech & Life on Mars - Krzysztof CiesĖlak](https://www.wearedevelopers.com/videos/2165-fake-or-news-ai-toothbrushes-carrier-pigeon-tech-life-on-mars-krzysztof-cieslak) ## Related Articles - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [IT Salaries in Germany](https://www.wearedevelopers.com/magazine/287-it-salaries-in-germany) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)