Help Desk Success Lead (Tier 2)

Grapevine Colleyville Independent School District; Grapevine (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

Grapevine-Colleyville ISD Technology - Grapevine, TX is seeking a Help Desk Success Specialist to provide tier-two support for district computing systems and peripherals via work orders and phone calls. You will oversee district help desk technicians and strive to meet service level agreements.

The role requires an Associate’s degree or technical training, plus strong customer service, communication, and networking skills.

Qualifications

• Education/Experience: Associate’s degree, technical degree, or technical training/certification
• Knowledge of installation, troubleshooting, and repair of computer-related equipment and peripherals
• Knowledge of mobile computing devices such as iPads
• Experience with a variety of computer operating systems and hardware configurations
• Experience working with computer networks
• Customer service orientation
• Effective interpersonal, organizational, and communication skills
• Initiative and problem-solving skills
• Strong client-facing and communication skills
• Experience in help desk management

Responsibilities

• Maintain and support the District ticketing system and permissions
• Provide first-level contact and convey resolutions to customer issues
• Deliver exceptional customer service by resolving tickets, anticipating needs, and ensuring a consistently positive customer experience
• Identify and escalation trends in ticket submissions to the next level of support
• Track, route, and redirect problems to correct resources
• Provide remote support to various levels of users
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation, and closure
• Recommend procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products, and services
• Oversee district help desk technicians
• Appropriately escalation unresolved queries to vendor support contacts
• Install licensed software
• Keep current with technology advancements
• Answer the district helpdesk line
• Maintain confidentiality
• Participate in meetings and training as designed by District staff
• All other duties as assigned

Job description

Grapevine-Colleyville ISD Technology - Grapevine, TX is seeking a Help Desk Success Specialist to provide tier-two support for district computing systems and peripherals via work orders and phone calls. You will oversee district help desk technicians and strive to meet service level agreements.

The role requires an Associate’s degree or technical training, plus strong customer service, communication, and networking skills.