IT Service Desk Agent
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Job Location:
Rio Rancho, NM - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
This job posting is for Short Term 2025-2026 contract year
RRPS- IT Department
240-day contract
JOB TITLE: IT Service Desk Agent
EMPHASIS: Technical Service
Education Experience and Licensure Requirements:
- Education: Associates Degree preferred;
- Experience:
- 2 years experience in customer service/customer facing role(s) required. Education environment preferred;
- 2 years experience in IT field preferred;
- CompTIA A or other relevant IT certifications preferred; and
- Valid New Mexico Drivers License required.
Knowledge Skills and Abilities:
- Problem solving and troubleshooting abilities;
- Some knowledge of service strategies basic ticketing/ITSM systems and common IT procedures:
- Highly effective and professional communication skills - including verbal written electronic etc.;
- Interpersonal and collaborative skills necessary to work in a close-knit team and support District departments staff and vendors;
- Familiarity with Windows 10 and Chrome OS Operating systems;
- Familiarity with Google Enterprise Applications such as Gmail Google Docs Google Sheets etc. Ability to walk users through common tasks in these apps;
- Basic understanding of networking telephone systems computer peripherals printers etc.; and
- Ability to learn and process new technology and software quickly.
Essential Job Responsibilities:
- Has constant access to confidential information and works with administration on management policies and investigations therefore must respect and safeguard sensitive confidential or privileged information;
- Prepares and maintains accurate and complete documentation and records of work done to establish a history of issues and make recommendations to prevent future issues;
- Remotely troubleshoot basic issues with computers software peripherals networks telephone systems etc.;
- Remotely install software drivers printers etc. on RRPS devices;
- Assist in identifying recurring issues and preparing knowledgebase articles when appropriate to address issues;
- Remotely assist RRPS staff students and parents with performing common tasks related to RRPS systems via walking through steps and/or providing written guidance;
- Collect valuable information on issues and transfer advanced issues to appropriate support teams as needed;
- Attend and/or conduct staff trainings and participate on committees within areas of responsibility;
- Maintain professional relationships and work cooperatively with District staff;
- Maintain professional competence through individual and staff training in-service educational activities and self-selected professional growth training;
- Professional dress reflecting health safety and District identification as established by Executive Director of Information Technology;
- Complies with state-approved New Mexico Administrative Code of Ethical Responsibility of the Education Profession and the RRPS Employee Standards of Conduct and upholds and enforces rules administrative directives and regulations school board policies and local state and federal regulations; and
- Employee may be assigned other duties based on the needs of the District during the term of employment.
ACCOUNTABILITY
Reports To: Service Desk Manager and Executive Director of IT
Evaluated By: Service Desk Manager and Executive Director of IT
Application Procedure:
The following documents must be attached to complete this application:
- Copy of transcript from each crediting college or university;and
- Resume
EQUAL OPPORTUNITY EMPLOYER
Final salary determined by minimum salary education and experience.
Required Experience:
Unclear Seniority
Key Skills
- Customer Service
- Hotel Experience
- Hospitality Experience
- Computer Skills
- Upselling
- Medical office experience
- Office Experience
- Computer Literacy
- Front Desk
- Guest Services
- Cash Handling
- Phone Etiquette
