Assoc IT Cust Serv Rep-11M

Location: Elrod Elementary School Department: Elrod ES Area: West Contract Months: 11 Salary Range: $27,372.80 – $42,798.08 Academic Year: 26-27 JOB SUMMARY This position addresses incidents of service interruption and takes steps to re‑initiate service or properly escalates for resolution. The role may be based in a call center/Service Desk, dispatched to a campus or location, or resident at a location. Employees will contact the Service Desk requesting service related to IT systems, reports, workstations, laptops, printers, phone sets, hand‑held devices, portable learning devices, applications, data, and educational technologies. If the Service Desk cannot resolve the issue on the phone or by email, local service will be provided either by dispatch or, if a campus can afford it, a local customer service specialist will respond. The position handles problems of limited scope and complexity and follows standard procedures for analyzing situations or data with readily available answers. MAJOR DUTIES & RESPONSIBILITIES Works in a call center or on the client site to coordinate, diagnose, and troubleshoot incoming employee calls or incident tickets. Provides support services to employees with IT issues involving applications, data, and educational technologies. Provides timely resolution of problems or escalates them to appropriate personnel and gives case status updates to management and end‑users. May support conferences and large training meetings in one location, providing proactive local support for upgrades and maintenance. MAJOR DUTIES & RESPONSIBILITIES CONTINUED Performs other job‑related duties as assigned. EDUCATION High School Diploma or GED; prefer Associate Degree or 60 hours. WORK EXPERIENCE Less than 6 months. SKILL AND/OR REQUIRED LICENSING/CERTIFICATION Acquires job skills and learns company policies and procedures to complete routine tasks. Begins to achieve primary level of certification in the field. Basic office equipment and Microsoft Office proficiency. LEADERSHIP RESPONSIBILITIES No supervisory or direct people‑management responsibilities. WORK COMPLEXITY/INDEPENDENT JUDGMENT Work and tasks are often routine, structured, and guided by established policies and procedures. Little independent judgment is required, and the role receives frequent supervision. BUDGET AUTHORITY No budget development activity is required. PROBLEM SOLVING Decisions are made on routine matters affecting few individuals within departmental confines. Limited requirement for new ideas or changes. Specific activities are reviewed closely. IMPACT OF DECISIONS Follows rules and procedures; decisions have minimal or no impact on HISD, and errors can be detected by the employee and corrected at minor cost. COMMUNICATION/INTERACTIONS Strong communication and interpersonal skills are required to understand, troubleshoot, and calm problem situations. CUSTOMER RELATIONSHIPS Follows through with customer inquiries, requests, and complaints and forwards difficult, non‑routine inquiries to the appropriate level for resolution. WORKING/ENVIRONMENTAL CONDITIONS The work is normally performed in a typical interior environment, with no hazardous elements. Repetitive motion includes substantial wrist, hand, finger, and upper‑body movements. The role requires sitting for sustained periods and walking for long distances. Employees may lift up to 50 pounds, commute to multiple sites, and perform dispatched resolution. It is expected to be goal and customer‑service focused, with on‑call availability during emergencies, outages, or project work. Houston Independent School District is an equal opportunity employer. #J-18808-Ljbffr Houston Independent School District