Service Desk Analyst II
4 hours ago
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.
- 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.
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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