Technician II, Help Desk (226 Days)

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