IT Specialist I - Help Desk

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

POSITION PURPOSE

Provides best-in-class customer service support, serving as the first line of contact for all customers and solves a variety of client issues with rapid resolution. Ensures seamless technology support for students, faculty, and staff. Provides timely and effective assistance with hardware, software, and connectivity issues, fostering a customer-centric approach to address the diverse technology needs within the educational environment. Strengthens client relationships by working one-on-one with customers via phone, guiding them through troubleshooting technical issues.

IT Specialist I - Help Desk

Reports to: IT Manager II - Help Desk

Salary: $47,800-$57,609

Pay Grade: 501

Duty Days: 239

FLSA Status: Non-Exempt

PC#: 23465

POSITION PURPOSE

Provides best-in-class customer service support, serving as the first line of contact for all customers and solves a variety of client issues with rapid resolution. Ensures seamless technology support for students, faculty, and staff. Provides timely and effective assistance with hardware, software, and connectivity issues, fostering a customer-centric approach to address the diverse technology needs within the educational environment. Strengthens client relationships by working one-on-one with customers via phone, guiding them through troubleshooting technical issues.

Essential Job Functions

• Identifies, diagnoses, and resolves Level One issues for users of district approved computer software and hardware, network connectivity, and new computer technology in a call center environment.
• Escalates unresolved issues appropriately per defined playbook and in accordance with service level agreements. Acts as the single point of contact for the end user until resolution.
• Documents problems, troubleshooting steps, and resolutions via ticketing system.
• Troubleshoots deployed solutions, collaborates with escalated support, and works with the technology team to address recurring technical issues
• Communicates with end-users to understand and address their technology-related concerns, maintaining a customer service approach.
• Utilizes the helpdesk ticketing system, ensuring timely response and resolution of user-reported issues.
• Maintains and updates documentation of common issues, resolutions, and standard operating procedures to facilitate efficient problem-solving.
• Maintains quality assurance measures to ensure the delivery of high-quality technical support services and adherence to service level agreements (SLAs).
• Performs analysis, diagnosis, and resolution of hardware and software problems for various end users.
• Communicates with internal clients, responding via phone, email, and Teams, and provides product support.
• Documents issues in the ticketing system and contributes to the knowledge base with Training team.

SAFETY

• Performs preventive maintenance on tools and equipment and ensures equipment is in safe operating condition.
• Follows established safety procedures and techniques to perform job duties including lifting and climbing; operates tools and equipment according to established safety procedures.
• Corrects unsafe conditions in work area and promptly reports any conditions that are not immediately correctable to supervisor.

Supervisory Responsibilities

• None

PERSONAL WORK RELATIONSHIPS

• All Fort Worth ISD employees must maintain a commitment to the Districts mission, vision, and strategic goals.
• Exhibits high professionalism, standards of conduct and work ethic.
• Demonstrates high quality customer service; builds rapport/relationship with the consumer.
• Demonstrates cultural competence in interactions with others; is respectful of co-workers; communicates and acts as a team player; promotes teamwork; responds and acts appropriately in confrontational situations.

Other Duties As Assigned

• Performs all job-related duties as assigned and in accordance to the Board rules, policies and regulations. All employees are expected to comply with lawful directives in rare situations driven by need where a team effort is required.

Knowledge, Skills, And Abilities

• Knowledge of various hardware, software, and networking technologies to guide the resolution of technical issues.
• Skill in active listening; giving full attention to what other people are saying, taking time to understand the points communicated, asking questions as appropriate, and not interrupting at inappropriate times.
• Skill in communication of technical jargon to common language for all stakeholders.
• Skill in interpersonal relations using tact, patience, and courtesy with technical and non-technical employees and management staff.
• Ability to prioritize customer service by maintaining a user-focused mindset and addressing concerns with empathy and professionalism.
• Ability to handle difficult and stressful situations with professional composure.
• Ability to demonstrate strong analytical and problem-solving skills to troubleshoot and resolve complex technical issues efficiently.
• Ability to effectively communicate technical information to non-technical users and collaborate with other departments to streamline support efforts.
• Ability to maintain documentation of common issues, resolutions, and standard operating procedures to facilitate efficient problem-solving.
• Ability to stay current with technology trends and be adaptable to changes in the IT landscape, ensuring the helpdesk remains at the forefront of support capabilities.
• Ability to use software to access databases, email, create spreadsheets, and do word processing.
• Ability to organize and coordinate work.
• Ability to communicate effectively, in both oral and written forms.
• Ability to engage in self-evaluation with regard to performance and professional growth.
• Ability to establish and maintain cooperative working relationships with others contacted in the course of work.

Travel Requirements

• Travels to school district buildings and professional meetings as required.

PHYSICAL & MENTAL DEMANDS, WORK HAZARDS

• Tools/Equipment Used: Standard office equipment, including computer and peripherals.
• Posture: Prolonged sitting; occasional stooping, squatting, kneeling, bending, pushing/pulling, and twisting.
• Motion: Frequent repetitive hand motions, including keyboarding and use of mouse; occasional reaching.
• Lifting: Occasional light lifting and carrying (less than 15 pounds).
• Environment: Works in an office setting; may require occasional irregular and/or prolonged hours.
• Attendance: Regular and punctual attendance at the worksite is required for this position; may require occasional irregular and/or prolonged hours, including evenings and weekends.
• Mental Demands: Maintains emotional control under stress; works with frequent interruptions; regularly required to speak publicly or listen intently to other points of view.

Minimum Required Qualifications

• Education: Accredited High School diploma, GED, or Texas Certificate of High School Equivalency required.
• Certification/License: None.
• Experience: 3 years experience in customer support or IT roles required.
• Language: Bilingual fluency (English/Spanish oral and written) preferred.

This document is intended to describe the general nature and level of work being performed by people assigned to this job and is not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.