Service Desk Analyst II

4 hours ago


Irving, Texas, United States Irving Independent School District Full time
Job Summary

We are seeking a highly skilled Service Desk Analyst II to join our team at Irving Independent School District. As a key member of our IT department, you will provide exceptional support and guidance to our users, ensuring seamless access to our district-approved applications and resources.

Key Responsibilities
  • Provide direction and support to Service Desk I personnel as needed.
  • Perform Service Desk I tasks and responsibilities when needed.
  • Assist in rolling out new applications.
  • Record incidents and service requests in the support ticket management system.
  • Route incidents and service requests to support specialist groups or individuals as needed.
  • Analyze incidents and service requests for correct prioritization, classification, and providing initial support.
  • Provide ownership, monitoring, tracking, and communication for incidents, service requests, and problem tickets.
  • Generate problem and/or parent ticket as the need is recognized.
  • Provide resolution and recovery of incidents not assigned to support specialist groups.
  • Close incidents and service requests efficiently and timely.
  • Monitor the status and progress towards resolution of incidents and service requests as directed by supervisor.
  • Keep users and the Service Desk informed about incidents and service request progress.
  • Escalate incidents, requests, and problems as necessary per established escalation policies.
  • Assist with the management of district-wide technology support ticket management system.
  • Contribute to Knowledge Management system.
  • Assist in training district personnel as needed.
  • Coordinate service desk activities among all service desk personnel.
Requirements
  • Minimum Education/Certification: High School Diploma or GED.
  • Special Knowledge/Skills: Excellent customer service skills, effective organizational, problem-solving, communication, and interpersonal skills, proficient keyboarding skills, ability to operate computing devices and peripherals using a variety of basic applications, and vast knowledge of varied enterprise IT elements.
  • Minimum Experience: Technology experience in a school environment or other comparable experience, and experience working in a process-oriented IT service organization.
Working Conditions

Maintain focus while performing tasks with frequent interruptions, maintain emotional control under stress, repetitive hand motions, prolonged use of computer, and perform all duties in a safe and responsible manner.

The Irving Independent School District is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees. If you are a motivated and detail-oriented individual who is passionate about providing exceptional customer service, we encourage you to apply for this exciting opportunity.



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