Reports to: Help Desk Supervisor Pay Grade: N09

Terms of
Employment:

• 230 days per year

• At-Will employment agreement

• Salary is in the pay grade N09 on the Non-

Exempt SAISD Compensation Plan.

• Entry hourly rate is at $19.00 with consideration

for directly related experience

FLSA Classification: Non-Exempt

Funding
Source:

This position is locally funded

Position Summary
The position is responsible for providing the initial employee support for technical inquiries received via the
telephone, email, and/or ticketing system. Assesses nature of problem and resolves issues over the phone or
escalates issue to appropriate tech support specialist.

Essential Functions / Key Responsibilities

1. Provides initial basic technical support using basic technical knowledge for inquiries received over the
phone and/or email.

2. Applies basic technical knowledge to assess nature of problems and resolves simple and basic support
issues over the phone.

3. Serves as first-level support for basic problems. Escalates non-complex issues or issues that need on-site
assistance to appropriate technical support specialist.

4. Works under close supervision to ensure the proper operation of hardware, software, internet, personal
devices, and telecommunication equipment with little to no latitude for independent judgement.

5. Keep informed of most recent trends and technologies.
6. Documents and completes information for reporting; collaborates and supports project initiatives.
7. Performs other related duties as assigned within the appropriate skill and experience capabilities

expected for this position under close supervision.

Minimum Requirements

• High school diploma or GED equivalent (recognized by the Texas Education Agency or a regional

accrediting agency)

• Up to one year of help desk technical support experience

• Candidate must have satisfactory outcome of fingerprinting background check. Non-refundable fee

(approximately $50.00) paid by the employee

Preferred Qualifications

• Associate degree from an accredited college or university

• One or more years of help desk technical support experience

Knowledge, Skills & Abilities

• Ability to troubleshoot, resolve and follow up with requests for assistance

• Demonstrated ability to problem solve and think critically

• Strong organization, communication, and interpersonal skills

• Ability to follow oral and written instructions under close supervision

• Ability to complete on-the-job training related to position

Working Conditions
Work Environment:

• Computer, computer software programs and peripherals, teacher resource materials and

equipment, copier, fax, and other equipment applicable to position.

• Frequent exposure to temperature extremes (hot and cold), humidity extremes, noise. Occasional

exposure to biological hazards (communicable diseases, bacteria, insects, mold, fungi, etc.

Physical Demands/Requirements:

• Maintain emotional control under stress; work with frequent interruptions/deadlines and prolonged or

irregular hours; Frequent walking, standing, stooping, bending, pulling and pushing; Occasional: Lifting
and carrying 10-25 pounds frequently, 25-40 pounds occasionally, more than 45 pounds infrequently with
assistance; Pushing/pulling 10-35 pounds sporadically; May be required under specific circumstances to
provide physical restraint of students in danger of causing harm to themselves or others; Frequent
districtwide and occasional statewide travel.

Supervisory Responsibilities / Direct Reports

• None
  

San Antonio ISD is committed to non-discrimination on the basis of race, color, ethnicity, culture, religion,
national origin, age, sex, gender identity, gender expression, sexual orientation, appearance,
immigration/citizenship status, home language, socioeconomic status, or disability in its educational programs,
services, and District business functions.