Help Desk Field Technician

Job Title: Help Desk Field Technician Reports To: Technology & Ops Coordinator Organization: Tejano Center Division: RYSS Texas Public Schools Location: District Office FLSA Status: Non-Exempt Emp Employment Status: Full-Time Work Calendar Status: 12 Months (238 Days) Salary: MIN: $20/hrly MID: $22.88/hrly MAX: $26/hrly Revised: August 24, 2026

POSITION SUMMARY The Help Desk Field Technician provides technical support to staff, teachers, administrators, and other users across Tejano Center for Community Concerns (TCCC) and Raul Yzaguirre Schools for Success (RYSS). This position serves as a first point of contact for technology- related issues and is responsible for troubleshooting, diagnosing, documenting, and resolving hardware, software, network, and equipment concerns. The Help Desk Field Technician provides both remote and onsite support, assists with the installation and maintenance of technology equipment, maintains accurate inventory and service records, and works closely with the organization's contracted IT partner. The position requires strong customer service, communication, and problem-solving skills to ensure technology resources remain reliable and available to support organizational and instructional operations.

EDUCATION AND EXPERIENCE Education

• High school diploma or GED required.
• Associate degree in Computer Science, Information Technology, or a related field preferred.
• Relevant technical certifications may be considered beneficial.

Experience

• Previous experience in help desk support, desktop support, information technology, customer service, or a related field preferred.
• Experience troubleshooting computer hardware, software, printers, and other technology equipment preferred.
• An equivalent combination of education, training, and relevant experience may be considered.

MAJOR RESPONSIBILITIES AND DUTIES Help Desk and Technical Support

• Receive, prioritize, document, and respond to technology support requests from campuses, departments, and remote locations.

• Gather appropriate user information and details regarding reported technical issues.

• Diagnose and troubleshoot hardware, software, connectivity, application, and peripheral issues.

• Resolve technical issues when possible and appropriately escalate complex issues to the IT Supervisor, contracted IT partner, or other designated support personnel.

• Provide remote, telephone, and in-person technical assistance to end users.

• Follow up with users to confirm that reported issues have been successfully resolved.

• Maintain professional and courteous communication throughout the support process. Hardware and Software Support

• Install, configure, diagnose, repair, maintain, and upgrade desktop computers, laptops, tablets, printers, and related technology equipment.

• Perform desktop-level hardware and software troubleshooting and repairs.

• Install and support approved organizational software and applications.

• Test equipment and system functionality following repairs, installations, or configuration changes.

• Assist with the setup, configuration, and troubleshooting of telephone and communication equipment.

• Support conference rooms, presentations, meetings, and other technology equipment as needed.

• Assist with the deployment and collection of technology equipment for employees and campuses. Inventory and Documentation

• Maintain accurate records of technology equipment, inventory, assignments, repairs, and replacements.

• Document support requests, troubleshooting steps, resolutions, and other relevant information in the organization's designated tracking system.

• Maintain technical documentation, procedures, help sheets, and frequently asked questions.

• Assist with equipment audits and inventory reconciliation.

• Identify recurring technical issues and communicate trends or recommended solutions to the IT Supervisor. Technology Operations

• Assist in evaluating and testing hardware, software, and other technology solutions as directed.

• Learn and maintain working knowledge of technology systems and applications used throughout TCCC and RYSS.

• Collaborate with the contracted IT partner and internal departments to support technology operations.

• Stay informed of relevant technology advancements, security practices, and organizational technology procedures.

• Follow established technology, cybersecurity, confidentiality, and equipment-use procedures.

• Perform other duties as assigned to support the efficient operation of the Technology Services Department and organization

SKILLS, KNOWLEDGE, AND ABILITIES

• Basic knowledge of computer hardware, software, peripherals, and networking concepts.
• Working knowledge of common operating systems, including Windows and macOS.
• Ability to diagnose and troubleshoot technical issues effectively.
• Strong customer service and interpersonal skills.
• Effective verbal and written communication skills.
• Ability to explain technical information clearly to users with varying levels of technical knowledge
• Strong organizational and documentation skills.
• Ability to prioritize and manage multiple support requests.
• Ability to work independently and collaboratively as part of a technology team
• Ability to learn new hardware, software, systems, and technologies quickly.
• Ability to maintain confidentiality and appropriately handle organizational information and technology resources.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS Mental Demands

• Maintain concentration while troubleshooting technical problems.
• Work with frequent interruptions and multiple priorities.
• Communicate effectively with individuals with varying levels of technical knowledge.
• Exercise sound judgment and problem-solving skills.
• Maintain professionalism when responding to urgent or time-sensitive support needs.

Physical Demands:

• Prolonged use of computers and other technology equipment.
• Frequent repetitive hand and wrist motions.
• Frequently sitting, standing, walking, bending, reaching, and carrying equipment.
• Ability to lift, move, and install technology equipment weighing up to 50 pounds.
• Ability to travel between campuses and organizational locations as needed.

Environmental Factors:

• Work is primarily performed in office and school environments.
• Regular onsite technical support at campuses and organizational facilities
• Occasional irregular or extended work hours may be required based on operational needs.

Equal Opportunity Statement Tejano Center for Community Concerns is an Equal Opportunity Employer. The organization does not discriminate on the basis of race, color, national origin, sex, disability, age, religion, or any other protected status in accordance with applicable law.

This document describes the general purpose and responsibilities assigned to this job and is not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.

Reviewed by ___Date____

Received by ____Date