Representative - Support Center

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

Job Description

Reports To: Manager Technology Customer Services - Support

Duty Days: 238 Days

Wage/Hour Status: Non-Exempt

Pay Grade: AS05

Qualifications:

College hours, high school diploma or GED

Two years experience in a helpdesk or support center environment

A strong dedication to quality customer service and a working knowledge of enterprise-wide service delivery procedures

Strong verbal and written interpersonal and communication skills

Superior telephone etiquette and an ability to deal effectively with customers, vendors, peers, and management

Strong problem-solving skills and inherent decision making ability

Good initiative and assertiveness

Good project management skills and ability to organize work in an efficient manner in addition to the ability to work well under stress and time pressures

A good working knowledge of the day-to-day operating environment, available tools, operating techniques, and customer applications

Primary Purpose:

As directed by IT management, delivers quality customer service to TSC customers by providing them with a single point of contact to report problems or to make inquiries. Manages day-to-day service delivery problems and works on special projects as assigned.

Major Duties and Responsibilities:

• Ensures customer satisfaction by responding to calls to the TSC. Logs all customer questions and problems and tracks the same through to resolution.
• Acts as a customer advocate or liaison between customers and the technology department.
• Ensures timely escalation of customer problems by documenting the impact to the customer, by assigning an appropriate priority, and by routing the to the appropriate resolution target.
• Works to increase percentage of first call resolutions.
• Conducts first level problem determination using documented procedures and available tools. Records problem symptoms and status information in a timely fashion in an effort to communicate with and properly utilize the second and third level IT staff.
• Ensures problem resolution by maintaining an action plan for problem resolution, by initiating and tracking problem assignments to other IT resources, vendors, and so forth, and by keeping the customer updated on the status of problem resolution.
• Provide training for customers on Katy ISD systems, as needed.
• Initiates escalation as appropriate to ensure management awareness of problems that are severe in nature or have a high impact to the customer community.
• Works to market the support center at the single point of contact for all technology questions and issues.
• Builds team spirit by assisting and coaching other TSC staff members.

Equipment Used:

Personal computer, printer, copier, telephone and fax machine

Working Conditions:

Maintain emotional control under stress. Work with frequent interruptions. Repetitive hand motions.

The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.

Representative - Support Center

Katy ISD TECHNOLOGY OPERATIONS - Katy, Texas Open in Google Maps

Job Details

Job ID: 5974833

Application Deadline: Nov 11, 2026 11:59 PM (Central Standard Time)

Posted: Oct 28, 2026 5:00 AM (UTC)

Starting Date: To Be Determined

Position Type: Full-Time

Job Categories: Support Staff > Computer Support

Job Requirements

• Citizenship, residency or work visa required

Contact Information

• Human Resources Department , Receptionist
• HUMAN RESOURCES
• Katy, Texas 77494
• Phone: [phone]
• Email: [e-mail]

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