Acd (automatic Call Distributor) Support Jobs

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30d ago

Technician II, Help Desk (226 Days)

Dallas Independent School District Dallas, TX

Dallas, TX

30d ago

$48k - $59k/yr Full time Acd (automatic Call Distributor) Computer Skills Customer Service

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Job Description

This Technician II, Help Desk role provides frontline Tier 1 IT support and incident management for the Dallas Independent School District. This onsite, 226-day, full-time position focuses on helping users, resolving technical issues, and coordinating with IT teams to restore services for staff across the district in Dallas, Texas.

Responsibilities

Demonstrates proficiency across all Tier 1 skill sets to deliver effective support
Provide reliable customer support via phone, monitor the ACD system for high call volume, resolve issues, and log or escalate calls as needed
Configure district network printers and ensure proper operation
Offer guidance and support to Tier 1 technicians through mentorship and escalation
Troubleshoot and resolve problems efficiently by applying active listening and targeted questioning
Document every customer interaction in the incident management system
Respond to telephone, email, and in-person requests for technical assistance
Assess and prioritize incidents to determine urgency and impact
Assign incidents to appropriate IT departments and technicians for resolution
Utilize hardware and software knowledge to remotely address issues identified by users
Adapt to changing requirements and fulfill other essential tasks as assigned by the Help Desk
Contribute to customer satisfaction and comply with Help Desk policies and service level agreements

Qualifications

A degree in education or technology field and/or five years of information technology experience
Knowledge of Windows, Macintosh, and other operating systems used within the district
Proficiency with Microsoft Office applications
Understanding of network concepts and troubleshooting connectivity issues
Experience with computer hardware troubleshooting and failure analysis
Ability to escalate problems to upper management when appropriate
Commitment to maintaining confidentiality
Ability to meet tight deadlines in a fast-paced environment
Awareness of district requirements and DISD policies while performing duties
Strong customer service skills

Technologies

ACD application
Incident management application
Windows
Macintosh
Microsoft Office

Work Location

Edtech-Enterprise Support Services 5501 LBJ FWY SUITE 1000 Dallas 75240

Employment Details

Full-time position
Salary range: $48,219 to $58,805 per year
Posting date: May 5, 2026
Term: 226 days per year as indicated in the listing

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