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Technician, Help Desk (226 Days)

Employer
Dallas Independent School District
Location
Dallas, TX, US
Salary
Competitive

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Description

  • 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


Qualifications

  • Minimum High School Diploma 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

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