Technician II, Desktop Support NE

Job Description

• Provide higher level technical support to DISD central staff in resolving computer, peripheral, network related issues.
• Resolve district central staff EAD user and computer accounts access issues (e.g. SSO, MFA, VPN, Remote Access) and support district administrative software platforms, productivity suites, VPN clients, and other administrative department specialized software.
• Travel to other Dallas ISD locations to perform client support services.
• Ensure customer satisfaction and adhere to the IT Client Support Services, Service Level Agreement (SLA).
• Escalate Tier 2 LAN and WAN connectivity failures to the appropriate Information Technology Departments.
• Document interactions, incidents, service requests using the Districts IT Service Management System.
• Create technical documentation for other Information Technology Department staff in supporting district wide convocation, live forums, or other district special events, and contribute to knowledge base.
• Point of contact for Client Support Services technology vendors when servicing district departments.

• Accredited High School Diploma or equivalent (U.S.A. Equivalency).
• Two years’ experience in Information Technology support services.
• Experienced in Android, Apple iOS, MacOS, Chrome operating systems and the Google Suite applications.
• Must have one of the following:
  CompTIA A+ certification or Bachelor's degree in Computer Science or directly related technical field.
• Proficient in analyzing and resolving technology hardware and software failures.
• Knowledge of application deployment and support tools in Microsoft System Center Configuration Manager (SCCM) is a plus.
• Knowledgeable in wired and wireless network technologies.
• Experienced with user and device management in Microsoft Active Directory.