Help Desk Field Technician

4 weeks ago

Houston, United States Raul Yzaguirre School for Success Charter Full time
Position Type:
Administration

Date Posted:
3/18/2024

Location:
District Office

Date Available:
Until Filled

Closing Date:
Until Filled
Tejano Center for Community Concerns
Raul Yzaguirre School for Success
Help Desk Field Tecnician Job Description

Job Title: Help Desk Field Technician
Wage/Hour Status: Non-exempt
Reports To: IT Supervisor
Division/Campus: Technology Services
Date Revised: 03/11/2024.

Primary Purpose:

The Help Desk Field Technician's role is to ensure proper computer operation so that end users may accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user support requests. Problem resolution may involve the use of diagnostic and support request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Qualifications:

Education/Certification:

High school diploma or equivalent; Associate degree in computer science or related field preferred

Experience:

Prior experience in technical support or a related field is beneficial.
Equivalent combination of education and experience may be considered.

Skills and Abilities:
  • Strong problem-solving skills
  • Excellent communication and interpersonal abilities
  • Basic understanding of computer hardware and software
  • Familiarity with common operating systems (Windows, macOS)
  • Ability to learn new technologies quickly.
  • Customer service orientation
Major Responsibilities and Duties:
  • Field incoming support requests from remote sites courteously.
  • Document end user identification and problem details.
  • Build rapport and elicit problem details from customers.
  • Troubleshoot issues before escalating.
  • Record and document problem-solving process.
  • Access online resources for problem resolution.
  • Learn software and hardware used by the organization.
  • Perform desktop-level fixes (software/hardware).
  • Test fixes to ensure resolution.
  • Follow up on help requests.
  • Analyze resolutions to prevent future issues.
  • Develop help sheets and FAQs.
  • Provide telephone equipment support.
  • Test and recommend equipment/software.
  • Maintain IT inventory records.
  • Set up conference equipment.
  • Compile and maintain documentation.
  • Stay updated on IT advancements.
  • Perform assigned duties.

Supervisory Responsibilities:

None

Equipment Used:

Desktop computer, facsimile machine, copy machine, laptop computer, tablets, etc.

Working Conditions:

Prolonged computer uses with repetitive motion.
Physical tasks such as bending, lifting (up to 50 lbs.), driving.
Interface with personnel
Occasional irregular hours
Onsite support

Terms of Employment:

Salary and work year determined by Tejano Center for Community Concerns (TCCC)/ Raul Yzaguirre Schools for Success (RYSS) Board of Trustees

Evaluation:

Performance of this job will be evaluated annually by the IT Supervisor.

Additional Notes:

This position closely collaborates with Tejano Center for Community Concerns (TCCC)/ Raul Yzaguirre Schools for Success (RYSS)'s contracted IT partner and provides desktop and application support to staff, teachers, leaders, and external partners. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading hardware, software, and related systems. The position offers opportunities for career growth and development within the IT department, along with regular training and mentorship. Applicants with enthusiasm for technology and a passion for helping others are encouraged to apply.

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