IT Helpdesk Support Specialist

Katy Independent School District; Katy (TX); On-site; USD 36,000 - 60,000; Full time

Job summary

Katy ISD Technology Operations is seeking a Representative for the Support Center in Katy, Texas. The role reports to the Manager of Technology Customer Services and protects 238 duty days per year as a non-exempt position.

You will be the single point of contact for customers, handling inquiries and coordinating resolutions with IT teams. Ideal candidates will have two years of helpdesk experience, strong communication, and problem-solving skills, plus the ability to manage projects and work

Qualifications

• Two years experience in a helpdesk or support center environment.
• Strong interpersonal and communication skills.
• Superior telephone etiquette and ability to interact with customers, vendors, peers, and management.
• Strong problem-solving and decision-making abilities.
• Good initiative and assertiveness.
• Good project management skills and ability to organize work under stress and deadlines.
• Working knowledge of day-to-day operating environment, tools, techniques, and customer applications.

Responsibilities

• Respond to customer calls and log questions and problems through resolution.
• Act as customer advocate between customers and technology department.
• Escalate problems by documenting impact, priority, and routing to appropriate resolution target.
• Increase first-call resolution percentage.
• Perform first-level problem determination using procedures and tools; document symptoms and status.
• Maintain an action plan for problem resolution and coordinate with IT resources and vendors.
• Provide customer training on Katy ISD systems as needed.
• Escalate when issues are severe or high-impact.
• Promote the support center as the single point of contact for technology questions.

Skills

Helpdesk experience

Customer service

Verbal and written communication

Telephone etiquette

Problem solving

Initiative and assertiveness

Project management

Knowledge of operating environment and

Education

High school diploma or GED

College hours

Job description

Katy ISD Technology Operations is seeking a Representative for the Support Center in Katy, Texas. The role reports to the Manager of Technology Customer Services and protects 238 duty days per year as a non-exempt position.

You will be the single point of contact for customers, handling inquiries and coordinating resolutions with IT teams. Ideal candidates will have two years of helpdesk experience, strong communication, and problem-solving skills, plus the ability to manage projects and work