Help Desk Technician, Technology

As a first level Help Desk Technician, you will deliver technology support and customer service to district personnel across hardware, software, networks, and service requests. This onsite role in Houston, TX supports day-to-day troubleshooting, call tracking, and coordination for re-imaging and remote management efforts.

Key Responsibilities

• Log all support requests from district personnel via phone or walk-ins using call tracking software.
• Diagnose and resolve technology issues within established time frames, using problem solving and telephone and customer service skills.
• Document problems and the steps taken to reach resolution in the call tracking system (iSupport).
• Provide district-wide hardware support, with a focus on assisting districtwide re-imaging projects and supporting remote management of district equipment for high level issue resolution.
• Support instructional and administrative applications used across the district.
• Deliver first level technical support for district networks.
• Install software for instructional and administrative applications.
• Research creative solutions to current and future technology needs.
• Resolve technician problem calls, service requests, and chat requests within required time frames to meet Service Level Agreements (SLA).
• Provide first level technical support to Technology Assistants.
• Assist with additional Technology Services office duties as assigned by the Performance Excellence Manager.
• Maintain regular and reliable attendance, which is an essential job function.

Required Education

• High school diploma or GED equivalent.

Required Skills and Experience

• Computer-related experience and required software experience with Windows 7, Windows 8, Windows 10, MS Office, Internet Explorer, and Google Chrome.
• Ability to work under pressure and regularly meet deadlines.
• Strong oral and written communication skills.
• Genuine interest in helping others.
• Willingness to pursue additional training and professional growth.

Preferred Qualifications

• Software experience with iSupport Service Request Software, eSchool Plus, e-mail software (Microsoft Outlook preferred), and re-imaging software.
• Hardware experience preferred, including computer and printer setup (local and network connectivity), tablet devices, projectors, display boards, and additional peripherals.
• Previous experience in a Technical Customer Support Call Center.
• Previous experience in a Campus Technology Support role.
• Preferred A+ Certification.

Technology Tools

• Windows 7, Windows 8, Windows 10
• MS Office, Internet Explorer, Google Chrome
• iSupport Service Request Software (iSupport), eSchool Plus
• Microsoft Outlook

Employment Terms and Salary

• Terms of Employment: 230 days
• Salary/Paygrade: $46,734 – TC3
• Salary range set by the Board of Trustees for the school year, based on experience.

Working Conditions

• Maintain emotional control under stress.
• Tolerate moderate noise levels and work with frequent interruptions.
• Perform repetitive hand motions and use a computer for prolonged periods.

Application Information

Applications are handled by Human Resources.

• Phone: 281-897-4040

Deadline

Until filled