Help Desk Success Specialist

Grapevine-Colleyville ISD; Grapevine (TX); On-site; USD 52,000 - 74,000; Full time

Job summary

Grapevine-Colleyville ISD is seeking a Help Desk Success Specialist to provide tier two support for district computing systems and peripherals. You will oversee the district help desk, manage tickets, and ensure service level agreements are achieved.

The role requires an associate or technical degree and strong customer service, communication, and problem-solving skills. Expect on-site work in Grapevine, TX, with opportunities to lead a team of help desk technicians.

Qualifications

• Associate’s degree, technical degree, or technical training/certification.
• Experience with troubleshooting computer-related equipment/peripherals.
• Experience with computer networks and help desk environments.
• Strong customer service orientation and communication skills.
• Experience in help desk management and ticketing systems.

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 and following up.
• Escalate complex issues to appropriate resources when needed.
• Provide remote support to diverse users and document resolutions.
• Oversee district help desk technicians and ensure SLAs are met.

Skills

Customer service

Communication skills

Interpersonal skills

Problem-solving

Organizational skills

Education

Associate or technical degree or training

Tools

Remote Desktop

VPN access

Windows OS

Mac OS

Job description

Help Desk Success Specialist

Grapevine-Colleyville ISD Technology - Grapevine, Texas Open in Google Maps

This job is also posted in Grapevine-Colleyville ISD

Job Details

Job ID: 5970304

Application Deadline: Posted until filled

Posted: Oct 23, 2026 5:00 AM (UTC)

Starting Date: To Be Determined

Job Description

Job Title: Help Desk Success Specialist Wage/Hour Status: Exempt

Reports to: Director of Technology Services Pay Grade: Technical 3 (233)

Dept./School: Technology Services Date Revised: 10/2026

Primary Purpose

To provide tier two support for district computing systems and peripherals via work orders and phone calls into the district technology help desk. Oversee district help desk technicians, ensuring district service level agreements are achieved.

Qualifications

Education/Experience:

Associate’s degree, technical degree, or technical training/certification

Required Knowledge and Skills:

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

Major Responsibilities and Duties

• 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 escape 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 escalated 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

Equipment Used

Computers (both Macintosh and Windows) and associated peripherals

IOS devices

Small hand tools

Working Conditions

Mental Demands/Physical Demands/Environmental Factors:

Maintain emotional control under stress

Demonstrate patience and flexibility when working with others

Maintain professional and friendly demeanor at all times

Lift, carry, push and/or pull items of up to 50 lbs. on a daily basis Sit or stand for extended periods of time

Position Type: Full-Time

Job Requirements

• Citizenship, residency or work visa required