1-3 years of experience
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Employment Type:
Full time
Job Category:
Customer Service
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Intermediate IT Customer Service Representative
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Job Description

Intermediate IT Customer Service RepresentativeJobID: 45558
Position Type:
Closing Date:
Technology Professionals/Customer Service Representative
Date Posted:
IT Customer Service
Date Available:
Location:Area:Job Category:
Hattie Mae White Bldg.NorthwestTechnology Professionals
Job Code:Contract Type:Months:
Salary Minimum:Salary Maximum:

  • Intermediate IT Customer Service Rep.pdf
Position Title: Intermediate IT Customer Service Representative

Contract Length: 12 Months

Job Code: IT0353, IT0355, IT0351

Pay Grade: 24

FLSA Status: Non-Exempt

Job Family – Information Technology

JOB SUMMARY: This position addresses incidents of service interruption and takes steps to re-initiate service or properly escalate for resolution. This position may work in one of three settings. It may be in a call center/Service Desk, dispatched to a campus or location, or resident at a location. Generally, employees will contact the Service Desk for a request for service related to IT systems, reports, workstations, laptops, printers, phone sets, hand-held devices, portable learning devices, applications or data, and educational technologies. This Customer Service Specialist (CSS) differs from the User Device Administrator (UDA) position in that it is the first two tiers of support focused on getting the service installed, or working. The UDA is more focused on the definition, selection, design, imaging and third tier support. If the Service Desk is not able to resolve the problem on the phone or by e-mail, local service will be provided in one of two ways. It will be dispatched or, if a campus can afford it, a local customer service specialist will respond to the issue. Works on problems of moderate scope and complexities where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action.


List most important duties first
  1. Works in either a call center or on the client site to coordinate, diagnose and troubleshoot incoming employee calls or incident tickets.
  2. Provides highly visible customer support through the performance of onsite installation, as well as overseeing any necessary diagnosis, troubleshooting, service and repair of complex equipment and systems.
  3. Provides support services to employees with information technology issues involving applications or data, and educational technologies.
  4. Provides timely resolution of problems or escalation on behalf of customer to appropriate personnel, and provides case status updates to management and end-users.
  5. Develops, documents, and implements standard operating procedures and customer service guidelines.
  6. May be involved in supporting conferences and large training meetings of users in one location. During this time, local support is critical and provides proactive time for upgrades, maintenance, etc.
  7. Performs other job-related duties as assigned.
EDUCATION: Prefer Associate Degree or 60 hours


TYPE OF SKILL AND/OR REQUIRED LICENSING/CERTIFICATION: Applies acquired job skills and company policies and procedures to complete assigned tasks. Skill level is still developing towards journey-level contributor, but has solid foundation in many of the critical IT competencies needed to perform the job. This position requires developing applied knowledge of ITIL incident and problem management techniques. Basic office equipment and Microsoft Office.

LEADERSHIP/SUPERVISORY RESPONSIBILITIES: No supervisory or direct people management responsibilities. May provide occasional work guidance, technical advice and training to staff.

WORK COMPLEXITY/INDEPENDENT JUDGMENT/BUDGET AUTHORITY: Work involves the application of moderately complex procedures and tasks that are quite varied. Independent judgment is often required to select and apply the most appropriate of available resources. Ongoing supervision is provided on an "as needed" basis. No budget development activity is required.

PROBLEM SOLVING /IMPACT OF DECISIONS: Decisions are made on both routine and non-routine matters with some latitude, but are still subject to approval. Job is occasionally expected to recommend new solutions to problems and improve existing methods or generate new ideas. Decisions have minor, small and possibly incremental impact on the department or facility. Errors are usually discovered in succeeding operations where most of the work is verified or checked and is normally confined to a single department or phase of the organizational activities resulting in brief inconvenience.

COMMUNICATION/INTERACTIONS: Information sharing – gives and receives information such as options, technical direction, instructions and reporting results. Interactions are mostly with customers, own supervisor and co-workers in own and other departments. Strong communication and interpersonal skills required to understand, troubleshoot and calm problem situations.

CUSTOMER RELATIONSHIPS: Makes routine or required customer actions to meet customer needs. Responds promptly and accurately to customer complaints, inquiries and requests for information and coordinates appropriate follow-up. May handle escalated issues passed on from co-workers or subordinates.

WORKING/ENVIRONMENTAL CONDITIONS: Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements. Repetitive motion: Substantial movements of the wrists, hands, fingers, and/or upper body for sustained periods of time, including using extremities to drag, push, pull or grasp. Sitting: Particularly for sustained periods of time. Employee is expected to be able to commute to multiple work sites in a day and perform dispatched resolution. Walking: Moving about on foot, particularly for long distances. May have to lift up to 50 pounds. Work is normally set to specified shifts. This position is expected to be goal and customer service focused. During times of emergencies, outages and project planned work; employees are expected to be on call and available until the event is addressed. During system conversions, extra effort may be required in order to ensure the roll out of the system is successful.

About Houston Independent School District

HISD provides bus service for eligible regular-education students who submit requests to their campus transportation coordinators and have them approved by the Transportation Services Department. Bus stops for most regular-education students will be located at HISD campuses that are within one mile of the student's residence, but no further than two miles. The parent or legal guardian of a student who qualifies for bus service is responsible for transportation, if needed, to the student's assigned bus stop. If a special-needs student's Individualized Education Plan requires transportation services for a free and appropriate public education, HISD provides district bus service to the closest available program that meets the student's needs. The parent or legal guardian of a student who does not qualify for bus service is responsible for the student's transportation, if needed, to the assigned campus. Discounted METRO passes are available to all HISD students. Details about these "Youth" and "Student" discounts, including schedules, are available online under "Fare Information" at www.ridemetro.org, or by calling the METROLine at 713-635-4000. For information about eligibility and bus stops, contact your campus transportation coordinator, or consult the Transportation Services Department Web site.

This company profile was created by AfterCollege and is about Houston Independent School District. This page is not endorsed by or affiliated with Houston Independent School District. For questions regarding company profiles, please email: care@aftercollege.com.