Service Desk Support

Ysleta Independent School District; El Paso (TX); On-site; USD 38,000 - 58,000; Full time

Job summary

Ysleta Independent School District seeks a technical support specialist to respond to inquiries and resolve district technology issues. You will troubleshoot LAN/WAN networks, software, and in-house programs, and refer complex problems to level two support with detailed analysis.

The role requires maintaining AD user accounts, printers, and software configurations, while following district policies and procedures. On-site presence is required to ensure timely resolutions.

Qualifications

• Bachelor's degree in Computer Science or similar field; two years of tech support experience preferred.
• Associates degree in Computer Science and six years of tech experience also acceptable.
• Strong problem-solving and customer-service skills; ability to communicate effectively.

Responsibilities

• Respond to inquiries via phone, chat, email, or in person and provide resolution.
• Diagnose and troubleshoot district technology issues across LAN/WAN/Wireless networks and applications.
• Install and maintain antivirus, ticketing system, and routing applications.
• Configure and troubleshoot printers and peripherals; manage passwords for multiple district apps.
• Manage users/computers in Active Directory; follow district policies and procedures.
• Remotely access systems to implement fixes and changes.
• Document problems/resolutions for the knowledge base and monitor failure trends.
• Coordinate with technical staff on network/hardware issues and attend on-site as required.

Skills

Help desk support

Customer service

Troubleshooting

Windows & Mac OS

Active Directory

Network troubleshooting

Education

Bachelor's degree in Computer Science

Associates degree in Computer Science

Tools

Ticketing system

Antivirus software

Active Directory (AD)

Enterprise desktop management tools

Job description

Respond to user inquiries; assess problems, research, and provide resolutions of basic incidents such as computer hardware, software, network connectivity, other software applications and in-house programs. The objective is to resolve as many problems as possible and refer problems that cannot be resolved to level support with a detailed technical analysis of the problem. Work closely with other Technology Information Systems department personnel to provide assistance on tasks that are outside the scope of the basic knowledge or expertise. Adhere to federal and state laws, as well as, district policies, procedures, and regulations.

Essential Functions

• Responding to queries via phone, chat, email, or in person.
• Provide support by diagnosing and troubleshooting district technology issues to Local Area Network, Wide Area Network and Wireless networks, computer repair, student information system, financial systems and other application software issues.
• Install and maintain enterprise in desktop management applications such as anti-virus, service desk ticketing system and transportation routing applications.
• Install, configure and troubleshoot network/local printers and other peripheral issues.
• User password management for various district applications such as email, finance and human resources applications.
• Manage users and computers in Active Directory (AD).
• Following up with customers to ensure full resolution of issues.
• Installing or changing software and fix issues to adapt to district AD policies.
• Remotely accessing hardware or software to make changes and fix problems.
• Develop and archive problems, resolutions, and procedures necessary for the maintenance of the technology knowledge bases system.
• Monitor and identify failure trends in networks, hardware and software application, in order to prevent system failures, identify deficiencies and recommend training needs.
• Maintain expertise in multiple technology applications (student/finance systems, networks, office applications, email, etc.) necessary to provide optimal technical support.
• Work in conjunction with technical staff to coordinate assistance on networks, application software, computer hardware, and telecommunications problems.
• Attendance at the work site is required to meet essential functions of the job.

Other Responsibilities

• Participate in professional development activities as required by the district.
• Follow established safety procedures to perform job duties; support district/department goals.
• Maintain a professional code of ethics and perform other duties as assigned.

Qualifications

Bachelor's degree, Computer Science preferred and two (2) years' work experience in technology field, preference in help desk support or Associates degree, Computer Science preferred and six (6) years' work experience in technology field, preference in help desk support. Working knowledge of current computer hardware and software, with emphasis on microcomputer applications. Strong computer skills and the ability to troubleshoot and diagnose problems. Strong familiarity with both PC and Mac hardware and software. Experience with network repairs and analysis, good customer service skills, ability to communicate effectively to help customers fix their issues and feel satisfied with the experience. Must have a valid Texas or New Mexico driver's license and be insurable by the district's auto liability insurance carrier. Subject to the YISD drug and alcohol testing and regulation.

Mental Demands/Physical Demands/Environmental Factors

Work with frequent interruptions; maintain emotional control under stress. Must be able to lift, carry, push and/or pull in excess of 50 lbs. Requires moderate standing, bending, reaching, kneeling, and squatting; occasional prolonged or irregular work schedules.

Technology Level 403

For more information, please contact the HR Department at 915-434-0428.