Service Desk Technician

Onsite Service Desk Technician role with Spring Independent School District in Houston, TX. This position provides Level 1 incident resolution and service-request support via phone or email, with a salary range of USD 46,800 - 56,389 per yearly. The role reports to the Coordinator-Service Desk.

The role is part of a technology team that prioritizes customer-first service and adherence to standard operating procedures and district policies. It also includes opportunities to identify and implement process improvements to increase customer satisfaction, in collaboration with the Supervisor as appropriate.

Responsibilities

• Provide customer service and/or technical support for computers, technology devices, applications and networked-based problems.
• Document reported issues or requests by creating tickets in an online Service Desk System. Do the initial triage of the ticket by asking pertinent questions, using diagnostic tools and/or escalating the issue.
• Provide prompt follow up communications via telephone or email about tickets to users when appropriate.
• Establish priorities on Service Desk tickets based on established Service Desk and Technology Department’s guidelines and procedures.
• Work as the single point of contact for initial technical support and service request.
• Maintain and improve quality assurance results by adhering to the Technology Department’s standard operating procedures and Spring ISD district’s policies and procedures.
• Identify ways to improve business processes with the goal of increasing customer satisfaction. Make recommendations to the Supervisor and as appropriate implement the recommendations. Monitor the result and submit status reports as appropriate.
• Make the customers’ experiences the first priority in all operations. Inform customers by explaining procedures, answering questions and providing information.
• Assist with hardware and software repairs of desktops and laptops (including hard drive, laptop screens, motherboards, etc.).
• Perform all other duties as assigned.

Requirements

• High School graduate or GED from an accredited institution
• Two years or more of related technical experience in a call center environment