Service Desk Analyst II

4 days 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 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.
  • Escalating 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, 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 safety: perform all duties in a safe and responsible manner, observe all safety precautions.

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