IT Help Desk Specialist I – Customer-Centric Support

Fort Worth ISD; Apple Valley (MN); On-site; USD 48,000 - 58,000; Full time

Benefits offered by this job

Job summary

Fort Worth ISD IT Specialist I - Help Desk provides first-line support to students, faculty and staff, troubleshooting hardware, software, and connectivity issues in a district service center.

It emphasizes customer service, ticket documentation, SLA adherence, and collaboration with the tech team to resolve issues efficiently. A HS diploma is required with 3 years IT/help desk experience; bilingual English/Spanish preferred.

Qualifications

• High School diploma, GED, or equivalent required.
• 3 years' experience in customer support or IT roles.
• Bilingual English/Spanish preferred.

Responsibilities

• Diagnose and resolve Level One IT issues for software, hardware, and network connectivity.
• Escalate unresolved issues per playbook and SLA; be the single contact until resolution.
• Document problems and solutions in the ticketing system.
• Collaborate with escalated support and technology teams on recurring issues.
• Communicate with end-users via phone, email, and Teams; provide product support.
• Maintain knowledge base with common issues and resolutions.
• Ensure quality assurance and adherence to SLAs.

Skills

Hardware & Networking

Active Listening

Technical Communication

Customer Service

Ticketing System

Team Collaboration

Education

High School Diploma or GED

Tools

Ticketing System

Remote Support Tools

Job description

Fort Worth ISD IT Specialist I - Help Desk provides first-line support to students, faculty and staff, troubleshooting hardware, software, and connectivity issues in a district service center.

It emphasizes customer service, ticket documentation, SLA adherence, and collaboration with the tech team to resolve issues efficiently. A HS diploma is required with 3 years IT/help desk experience; bilingual English/Spanish preferred.