Support Technician II (226 Days)

Dallas Independent School District; Dallas (TX); On-site; USD 42,000 - 65,000; Full time

Job summary

Dallas Independent School District is seeking an IT Support Technician to assist DISD central staff, campuses, and students with computer, peripheral, and network issues. You will escalate Tier 2 LAN/WAN problems and help with secure access, SSO/MFA/VPN configurations, and district software support.

Responsibilities include documenting incidents in the ITSM system, creating knowledge base content, and contributing to ongoing IT Client Support Services.

Qualifications

• Accredited High School Diploma or equivalent with Comp-TIA Certification and two years’ experience in IT support services.
• Experience with Android, iOS, MacOS, Chrome OS and Google Workspace applications.
• Proficient in analyzing and resolving technology hardware and software failures.
• Knowledge of SCCM is a plus.
• Knowledgeable in wired and wireless network technologies.
• Experienced with user and device management in Microsoft Active Directory.

Responsibilities

• Provide technical support to DISD central staff, campus personnel and students in resolving computer, peripheral, and network issues.
• Escalate Tier 2 LAN and WAN connectivity issues to the appropriate Information Technology Departments.
• Resolve user access issues (SSO, MFA, VPN, Remote Access) and support district software and VPN clients.
• Document interactions, incidents, and service requests in the IT Service Management System.
• Create technical documentation and contribute to the knowledge base.
• Perform other duties as required by the IT Client Support Services Department, ensuring customer satisfaction and adherence to SLAs and policies.

Skills

Android

iOS

MacOS

Chrome OS

Google Workspace

Technical Troubleshooting

Education

High School Diploma or equivalent

Comp-TIA Certification

Tools

SCCM (Microsoft System Center Configuration Manager)

Active Directory

Job description

• Provide technical support to DISD central staff, campus personnel and students in resolving computer, peripheral, network related issues.
• Escalate Tier 2 LAN and WAN connectivity issues to the appropriate Information Technology Departments.
• Resolve user access issues (e.g. SSO, MFA, VPN, Remote Access) and support district administrative software platforms, productivity suites, VPN clients, and other administrative department specialized software.
• Document interactions, incidents, service requests using the Districts IT Service Management System.
• Create technical documentation and contribute to knowledge base.
• Perform other duties as required by the IT Client Support Services Department, ensuring customer satisfaction, achievement of service level agreements, and compliance with Departmental polices procedures.
• Accredited High School Diploma or equivalent (U.S.A. Equivalency) with Comp-TIA Certification and two years’ experience in Information Technology support services.
• Experienced in Android, Apple iOS, MacOS, Chrome operating systems and the Google Suite applications.
• Proficient in analyzing and resolving technology hardware and software failures.
• Knowledge of application deployment and support tools in Microsoft System Center Configuration Manager (SCCM) is a plus.
• Knowledgeable in wired and wireless network technologies.
• Experienced with user and device management in Microsoft Active Directory.