Technician, Help Desk (226 Days)

Dallas Independent School District seeks a Help Desk Technician to join its on site IT support team. This role delivers frontline technical assistance via phone and other channels, troubleshoots hardware and software issues, and documents and escalates incidents within a 226 day cycle. Based in Dallas, TX, the position supports a range of devices and instructional software as part of the district’s infrastructure operations.

Responsibilities

• Provide responsive phone support using the ACD system, resolve technical issues, and log and escalate calls as needed
• Utilize active listening and targeted questioning to diagnose problems and guide resolution
• Document each customer interaction in the incident management system
• Respond to requests for technical support via telephone, email, chat, and in person
• Assign incidents to the appropriate IT departments and technicians
• Remotely resolve issues by applying knowledge of computer hardware and software
• Support computers, mobile devices, digital A/V equipment, and peripherals
• Assist with instructional software applications
• Attend required training and meetings
• Adhere to the attendance policy established by the supervisor
• Perform other duties as assigned by the Infrastructure Department or supervisor
• Comply with all district rules, regulations, and policies

Requirements

• Accredited high school diploma or equivalent and two years of information technology support experience
• A+ Certification preferred
• Knowledge of Microsoft Operating Systems, Microsoft Office Suite, and Office 365
• Knowledge of Mac OS, iOS, Chrome OS, and Google Applications for Education
• Proficiency in troubleshooting operating system and software issues
• Proficiency in diagnosing and resolving 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
• Ability to maintain confidentiality
• Excellent customer service skills

Technologies

• ACD application
• Incident management application
• Microsoft Operating Systems
• Microsoft Office Suite
• Office 365
• Mac OS
• iOS
• Chrome OS
• Google Applications for Education
• TCP/IP
• Basic networking protocols
• ITIL V3

Work location

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

Compensation

• Minimum salary: USD 41,909 per year
• Median salary: USD 51,112 per year

Job posting date: Jul 6, 2026