Support tier two and lead help desk technicians to deliver timely district computing support in Grapevine, TX.

Maintain and support the District ticketing system, including permissions
Serve as a first point of contact for customer issues and communicate resolutions
Provide exceptional customer service by resolving tickets and maintaining a consistently positive customer experience
Track, route, and redirect problems to the correct resources
Identify and escalate trend patterns in ticket submissions to the next support level
Provide remote support to users across different levels
Follow up with customers, gather feedback, and see problems through to resolution
Ensure accurate recording, documentation, and closure of tickets
Recommend procedure modifications or improvements
Develop and expand knowledge of help desk procedures, products, and services
Oversee district help desk technicians
Escalate unresolved queries to vendor support contacts as appropriate
Install licensed software
Stay current with technology advancements
Answer the district help desk phone line
Maintain confidentiality
Participate in meetings and training as designed by District staff
Perform all other duties as assigned

Associate’s degree, technical degree, or technical training/certification
Knowledge of installation, troubleshooting, and repair of computer-related equipment and peripherals
Knowledge of mobile computing devices such as iPads
Experience with a variety of computer operating systems and hardware configurations
Experience working with computer networks
Customer service orientation
Effective interpersonal, organizational, and communication skills
Initiative and problem-solving skills
Strong client-facing and communication skills
Experience in help desk management

Help Desk Success Specialist

Job Description