Analyst Service Desk

About the position

The Analyst Service Desk position at Fort Bend Independent School District is designed to provide exceptional level 1 technical support and troubleshooting for all district stakeholders. This role involves assisting with a variety of technology including educational and business applications, desktops, laptops, printers, and mobile devices, ensuring timely and professional responses to client requests.

Responsibilities

• Provide level 1 application, software, and technical support to clients.
• Respond to client requests in a timely and professional manner.
• 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 the 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.

Requirements

• High School Diploma or GED required; Associate's Degree preferred.
• Minimum of 2 years experience troubleshooting technical hardware and software issues.
• Minimum of 1 year experience providing IT customer service support.
• Demonstrated knowledge of networking, operating systems, and remote technology software, including LAN/WAN/VPN.
• Proficient with Microsoft 365, Microsoft Windows, Active Directory, and iOS.
• Excellent verbal and written communication skills.
• Ability to constructively handle unexpected problems and make sound decisions.

Nice-to-haves

• A+ Certification preferred.
• Microsoft Certification preferred.
• Experience with Mac OSX preferred.
• Knowledge of K-12 academic applications preferred.
• Bilingual in English and Spanish preferred.

Benefits

• Attendance at conferences and professional development opportunities.