Technician II, Help Desk (226 Days)

Technician II, Help Desk (226 Days) -(RTP20260326-018) Description Proficient in all Tier 1 skill sets Provide excellent customer phone support, monitor ACD application for high volume calls, resolve technical issues, log and escalate calls as appropriate Configuring network printers Mentor and provide support to tier 1 technicians Troubleshoot and problem solve efficiently by using active listening skills and asking pertinent questions Document each customer interaction through the incident management application Respond to telephone calls, email and personnel requests for technical support Identify and organize incidents according to priority Assign incidents to appropriate IT departments and technicians Apply knowledge of hardware and software troubleshooting to remotely resolve issues as identified by users Able to adapt to change productively and handle other essential tasks as assigned Perform other duties as required by the Help Desk Department, ensuring customer satisfaction and adhering to the Help Desk, Service Level Agreement (SLA) Qualifications A degree in an education /technology field and/or 5 years in Information Technology Knowledge of Windows, Macintosh, and other operating systems used within the district Proficient in Microsoft Office applications Knowledge of Network and trouble-shooting connectivity issues Knowledge of computer hardware malfunctions and troubleshoot skills Ability to escalate problems to upper management Must maintain confidentiality Ability to meet tight deadlines Ability to perform duties with awareness of all requirements and DISD policies Excellent customer service skills

Work Locations:

Edtech-Enterprise Support Services 5501 LBJ

FWY SUITE 1000

Dallas 75240

Job:

Help Desk Technician II Full-time Minimum Salary:

48,219.00

Median Salary:

58805.00

Job Posting:

May 5, 2026