IT Help Desk Specialist I - Fast, Friendly Support

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

Job summary

Fort Worth ISD seeks an IT Specialist I - Help Desk to deliver frontline customer service for students, faculty and staff, resolving a range of hardware, software, and connectivity issues with rapid resolution.

This position emphasizes a customer-centric approach and effective communication to guide users through troubleshooting, ensuring timely support and strong client relationships across the district.

Qualifications

• High school diploma or GED required.
• 3 years of experience in customer support or IT.
• Bilingual English/Spanish preferred.

Responsibilities

• Identifies, diagnoses, and resolves Level One issues for users in a district call center.
• Escalates unresolved issues per playbook and SLAs; acts as single point of contact until resolution.
• Documents problems, troubleshooting steps, and resolutions in the ticketing system.
• Troubleshoots deployed solutions and collaborates with escalated support and the technology team.
• Communicates with end-users to understand and address technology concerns with a customer-service mindset.
• Maintains and updates documentation of common issues and standard operating procedures.

Skills

Active listening

Explain tech concepts

Interpersonal skills

Customer focus

Stress management

Analytical thinking

Documentation

Tech trends

Organization

Communication

Teamwork

Education

High School diploma or GED

Job description

Fort Worth ISD seeks an IT Specialist I - Help Desk to deliver frontline customer service for students, faculty and staff, resolving a range of hardware, software, and connectivity issues with rapid resolution.

This position emphasizes a customer-centric approach and effective communication to guide users through troubleshooting, ensuring timely support and strong client relationships across the district.