Analyst Service Desk

Job Overview

FBISD Service Desk exists to provide exceptional, real-time level 1 phone/remote troubleshooting and support to all District stakeholders. Supported technology includes Educational and Business Applications and Software, Desktops, Laptops, Printers, Network connectivity, IT Peripherals, and Mobile Devices.

Position Description

Essential Duties and Responsibilities

Service Delivery

• Provide level 1 application, software and technical support to clients
• Respond to client requests in a timely and professional manner
• Respond to telephone and email requests within defined timelines
• Open or update all requests via the ticket management system
• Categorize the request based on the information gathered from the client
• Utilize desktop remote control tools to assist in resolving issues
• Route and escalate support issues to appropriate application or technical support groups
• Advise management of any client satisfaction issues
• Effectively gather and record information provided by client
• Communicate issues to other district departments as needed
• Track, resolve or escalate calls as necessary to ensure satisfactory resolution of client issues
• Communicate with clients on open issues and follow up on closed issues to ensure client satisfaction
• Assist other IT departments as needed

Supervisory Responsibilities

• None

Qualification Requirements

To perform this job successfully, an individual must be able to perform each of the above essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities, required unless otherwise stated as preferred. Reasonable accommodations may be made to enable individuals with disabilities to perform the essentials functions.

• High School Diploma or GED
• Associate's Degree preferred
• A Certification preferred
• Microsoft Certification preferred
• Minimum of 2 years experience troubleshooting technical hardware and software issues
• Minimum of 1 year experience providing IT customer service support
• Experience with Mac OSX preferred
• Demonstrated knowledge of networking, operating systems and remote technology software, including LAN/WAN/VPN
• Demonstrated knowledge of hardware operating and technical support for desktops, printers, laptops, iPads and peripherals
• Proficient with Microsoft 365, Microsoft Windows, Active Directory, and iOS
• Experienced with Web-based Applications
• Excellent verbal and written communication skills
• Excellent listening and customer service skills
• Ability to constructively handle unexpected problems and make sound decisions given the information available
• Ability to sit at a computer, monitor and telephone for extended periods of time
• Ability to work and handle high contact volumes in a goal-oriented environment
• Knowledge of K-12 academic applications preferred
• Bilingual in English and Spanish preferred

Physical Requirements/Working Conditions

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is performed in classrooms, offices, work stations and meeting rooms.

The position requires occasional walking, standing, sitting, bending, stooping, kneeling, crouching, crawling, and lifting/carrying work related items weighing less than 40 pounds, such as books, papers and presentation materials. The employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. Attendance at conferences and professional development is required. Work involves everyday risks and discomforts which require normal safety precautions when operating equipment or performing job duties. May work prolonged or irregular hours and must be able to maintain emotional control under stress.

Additional Information

• The work environment has a high level of stress due to the call volume and wide range of topics and issues supported. Schedules are set and changed periodically to accommodate the demand and business needs; schedule flexibility is required to accommodate for these occasional changes. This position requires repetitive hand motions and prolonged use of the computer.