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Technician - IT Help Desk

3 months ago

Victoria, Texas, United States Region III Education Service Center Full time

The Technician plays a critical role in supporting the Education Service Center and school districts in Region 3 by providing technical assistance and support related to computer systems, hardware or software for Region 3 clients.

The Technician will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

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MINIMUM QUALIFICATIONS
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High school graduate or equivalent*:


  • Minimum three years technology-related experience
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KNOWLEDGE, SKILLS, AND ABILITIES
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  • General knowledge of computer systems (installation, setup, troubleshooting) and mobile devices

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  • Substantial experience with diagnosing and resolving basic technical issues

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  • Effective organizational, communication and interpersonal skills

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  • Strong customer service orientation

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  • High degree of professionalism in dealing with diverse groups of people, including proven ability to handle confidential information with discretion

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  • Ability to complete a high volume of tasks and projects with little or no guidance**
  • Flexible, with the ability to respond to unexpected changes quickly, calmly and efficiently*****
    ESSENTIAL FUNCTIONS
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- **Respond to requests for technical assistance through Help Desk software and log all help desk interactions

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- **Diagnose and resolve technical hardware and software issues/IBM and Mac platforms

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- **Follow-up with customers and users to ensure complete resolution of issues/record problem and resolution through Help Desk software

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- **Troubleshoot, diagnose, and resolve technical hardware and/or software issues using different diagnostic techniques

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- **Provide quick resolution and excellent customer service

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- **Identify and evaluate system improvements

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- **Demonstrate behavior that is professional, ethical, and responsible

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- **Comply with federal and state laws, State Board rules and ESC Board policies

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- **Perform other duties as assigned by the Technology and Information Systems Director

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Articulate and support the Center's mission and philosophy.
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All positions at ESC 3 are defined as security-sensitive. Security-sensitive positions are those which require employees to be

entrusted with the certain types of data, whether electronic or in paper form. Those data elements, as defined by the ESC 3 Data

Classification and Handling Policy may include, but not limited to:
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- **Sensitive Personal Information (SPI)

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- **Personally, Identifiable Information (PII)

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- **Protected Health Information (PHI)

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- **Family Educational Records (FERPA Data)

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- **Federal Tax Information (FTI)

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- ***
HIPAA (Health Insurance Portability Accountability Act)
********It is the employees on-going responsibility to safeguard this type of data and to report any instance of lost or stolen data.