Location: General Warehouse

Work Schedule: 230 Days

Work Type: Regular Full-Time

Exempt: No

Pay Grade: T2

REASONS TO JOIN NEISD

EDUCATION AND EXPERIENCE :
High School Diploma or Equivalent
Two years related Help Desk experience preferably in a K-12 educational environment or within an Information Technology (IT) field; or an Associate's degree and one-year related experience in a Help Desk role within an IT field.

CERTIFICATION :

HDI Support Center Analyst (HDI-SCA) Certification – Certification must be completed within six (6) months of hire date

High School Diplomas and college/university degrees must be obtained from an accredited program or university approved by the United States Department of Education and the Texas Education Agency.

PRIMARY PURPOSE SUMMARY :
Serves as first point of contact for District clients including, staff, students, and parents of NEISD students who need assistance with hardware or software issues.

ESSENTIAL REQUIREMENTS AND RESPONSIBILITIES:
1. Routinely walks users through step-by-step troubleshooting of computers hardware and software.
2. Routinely accesses technical sites and knowledge bases to develop logical solutions, attain fixes, patches, or workarounds for various hardware and software issues.
3. Walks users through configuration of Windows applications settings. Reinstalls and configures software as deemed necessary.
4. Accesses call center Help Desk ticketing system to determine appropriate action and maintains detailed documentation on work performed for future reference. Creates or escalates work orders for other teams or departments if issues persist or need hands on attention.
5. Fields high volume of incoming calls and web tickets in a timely manner, while always maintaining customer service as a priority.
6. Performs duties effectively with many demands on time and maintains productivity even during constant interruptions.
7. Administers network access and security – Maintains users’ ability to login and access appropriate information on the NEISD network by resetting passwords and accounts in Active Directory.
8. Provides other areas within the Technology Department with incoming trends regarding software issues, network outages, and emergency ticket requests.
9. Tracks trends in calls regarding software issues, instructional website issues, or any other application that impedes instruction and reports these issues to the appropriate department personnel.
10. Attends in-service training, meetings, classes, and online tutorials to build on application and computer knowledge.
11. Assists teachers and students with in-class and virtual instruction software and hardware based on district policies and protocols.
12. Maintains confidentiality of information.
13. Reports to work every day on time. Ready to work at the start of assigned shift daily.
14. Performs additional duties and responsibilities as may be assigned.

QUALIFICATION REQUIREMENTS:
• Understanding of the latest technologies relating to Virtual Desktops, Windows OS, MAC iOS.

• Knowledge of multiple web browsers.
• Comprehension of modern office and classroom technology and troubleshooting of this hardware and software.
• Proficiency in Office 365 and its applications.
• Advanced organizational skills.
• Capable of giving instructions over the phone to customers with different levels of technology skills from beginners to experts.
• Exceptional communication and interpersonal skills.
• Strong written, oral communication, listening, and interpretive skills.
• Ability to work under stress in a constantly changing department role.
• Ability to obtain HDI Support Center Analyst (HDI-SCA) certification within six months of hire date.

While all applications will be reviewed, not all applicants will be interviewed.

North East Independent School District does not to discriminate on the basis of age, race, religion, color, national origin, sex, marital or veteran status, disability (or relationship or association with an individual with a disability), genetic information or other legally protected status in its programs, services or activities as required by Title VI of the Civil Rights Act of 1964, as amended; Title IX of the Education Amendments of 1972; and Section 504 of the Rehabilitation Act of 1973, as amended.