Help Desk Specialist - SIS Trainer

Location
Federal Way, WA, US
Salary
Competitive
Posted
Feb 23, 2021
Ref
6896
Contact
Help Desk Specialist - SIS Trainer
Position Type:
Technology

Date Posted:
2/22/2021

Location:
Educational Service Center

Date Available:
Upon Hire

Closing Date:
03/12/2021

Hours per Day:
8 hours per day; $29.30 to $37.67

Days of the Week:
Monday,Tuesday,Wednesday,Thursday,Friday

Shift Times:
7:00 am to 3:30 pm

Days per Year:
260

POSITION SUMMARY: This position is responsible for providing direct training for the District's student information system (SIS) user group. In addition, the Help Desk Specialist - SIS Trainer will provide problem-solving support to users, in conjunction with the Help Desk Specialist - SIS Support. This staff person must maintain supportive and professional relationships with Information Technology Services Department team members, schools, administrators, parents, and students.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. This list is meant to be representative, not exhaustive. Some incumbents may not perform all the duties listed while in other cases related duties may also be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Develop and maintain an Expert level of knowledge for all SIS relevant computer applications (currently Synergy). These applications include complex databases of substantial size used to support the District's administrative and student management operations.Provide back up support for the Help Desk Specialist - SIS Support. Which includes providing back up Information Technology Services Department Help Desk support coverage (answering phones, greeting visitors to the Department, etc.)Respond to customers promptly, in a calm and professional demeanor, providing immediate solutions when available or by routing requests for assistance to other Information Technology Services Specialists or support staff, as necessary.Respond directly to training requests forwarded from customers of Information Technology Services Department Help Desk, by making available formal courses of training as well as just-in-time support as needed.Initially prepare and regularly revise Information Technology Services training and informational documents.Analyze trends in requests for assistance to contribute to the development of well-targeted Information Technology Services training programs. Monitor Help Desk SIS support related requests to recognize duplicate requests or situations that would warrant additional user training.Regularly provide SIS customers with timely informational documents that are used for supplementing training experiences and serving as reference tools.Facilitate regular user group meetings, to encourage dialog and mutual support among "job-alikes," with the purpose of identifying areas of need and providing a venue for delivering just-in-time training, and to respond to questions and concerns regarding new features and ongoing operational needs of the SIS system.Maintain and organize accurately detailed records of SIS training support needs for topics covered during training sessions and user group meetings, to include, but not limited to, informational and instructional content delivered and attendees of such gatherings.Act in conjunction with the Help Desk Specialist - SIS Support as the primary liaison between District Staff and the Information Technology Services Department Database Administrator in troubleshooting system casualty scenarios.Support the setup and maintenance of the student information system lookup table configurations, audit trail, district-defined fields and screens.Perform quality assurance checks and also test the functionality of enhancements and modifications to the SIS system, with the goal of identifying configuration needs and resolving issues that prevent implementation of such changes into a production environment.Maintain comprehensive knowledge of the SIS database schema to include column and table interrelationships.Maintain sufficient relational database understanding to be able to communicate customer needs to the Database Administrator regarding report queries and systematic data changes needed, as identified by analysis of a given dataset. Additional Synergy business object knowledge preferred.In conjunction with the Database Administrator, validates accuracy of the annual student data "roll-over."Respond to large-scale internal and external requests for student records and data validation.Serve as a participating member of and as District representative for various student information system related committees and user groups.Maintain confidentiality, including keeping passwords and other system security features confidential.


OTHER RESPONSIBILITIES
  • Serve as a member of the Information Technology Services team.Participate in and successfully complete self-study as well as formal training classes as assigned.Serves on Department, School and District committees when needed and undertakes additional projects or tasks, as assigned by the Department's Director or Manager.
The preceding list of responsibilities is not exhaustive and may be supplemented as necessary.

REQUIRED QUALIFICATIONS:
Education and Experience
Associate's Degree in Computer Technology or Business Technology.
Two years' experience working in a Help Desk or customer service environment.

ADDITIONAL REQUIREMENTS:
Work scheduled hours on a consistent basis

PREFERRED QUALIFICATIONS:
Bachelor's Degree in a related field may be substituted for the Associate's Degree requirement.

CONDITION OF EMPLOYMENT:
Criminal background clearance

KNOWLEDGE OF:
Intermediate level knowledge for report writing programs, Siren preferred.
Intermediate knowledge of computers and operating systems (PC/Windows).
Expert level knowledge for student information system programs, Synergy preferred.
Demonstrated knowledge for working with productivity software, such as word processing, spreadsheet, database, and internet browser applications.
School board policies and procedures

ABILITY TO:
Demonstrate strong customer service skills.
Communicate technology concepts and information to a non-technical audience.
Exhibit a high level of initiative and an enthusiastic willingness to learn additional technology skills, through self-study or formal training.
Evaluate processes for efficiency and effectiveness and generate appropriate recommendations.
Organize and perform job responsibilities efficiently and independently without close supervision and able to pay strict attention to detail
Speak, read and follow written or verbal communications
Practice effective safety and security within individual work routines
Develop and maintain positive customer relations with staff and service providers
Work collaboratively with District staff and promote teamwork with co-workers
Practice ethical and professional standards of conduct including the requirements of confidentiality
Relate effectively with parents, staff, students and the public in a multicultural and multiracial community
Perform job responsibilities with or without reasonable accommodations

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES RELATED TO CULTURAL COMPETENCE AND EQUITY:
Knowledge/awareness of own cultural identity and how this influences behavior, and desire to learn about the cultural identity of others.
Ability to establish and nurture an environment that promotes cultural competence and equitable treatment of staff, students, and patrons of the District.
Ability to understand and hold self and others accountable for promoting the Federal Way Public Schools' commitment to "All Means All".
Ability to recognize that each person is a unique individual even as we celebrate their group cultural heritage.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee will constantly stand and walk, bend neck and back, use hands for repetitive grasping and pushing/pulling. The employee is frequently required to squat, kneel, and use hands for fine manipulation. The employee will occasionally be required to sit, climb stairs/ladder, lift and reach overhead, crawl, and lift/carry. The employee must constantly lift/carry up to 5 pounds and must frequently lift /carry up to 10 pounds. The employee will occasionally lift/carry a maximum of 20 lbs. The employee is occasionally required to push/pull a maximum weight of 100 pounds.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in indoor conditions and regularly works near video display. The noise level in the work environment is usually moderate. The position constantly deals with frequent interruptions, demanding deadlines, and occasionally deals with angry and distraught employees, students and community members.

WORK SCHEDULE
This position typically works, Monday through Friday, 260 days per year

REPORTING RELATIONSHIP
Position reports to and is evaluated by the Director ITS, Support Services

REPRESENTATION
Federal Way Professional Technical Employees Association

LEVEL OF COMPENSATION
Level D on the Prof-Tech Salary Schedule

CLASSIFICATION HISTORY
Update 07/2015

Disclaimer
The preceding list is not exhaustive and may be supplemented as necessary. The statements contained herein reflect general details as necessary to describe the principal functions of this job, the scope of responsibility and the level of knowledge and skills typically required, but should not be considered an all-inclusive listing of work requirements, skills or duties so classified. All personnel may be required to perform duties outside their normal responsibilities from time to time as needed.

All employment open positions are made available on a nondiscriminatory basis without regard to race, color, creed, religion, sexual orientation, national origin, gender, age, disability or veteran status.

Job descriptions are written as a representative list of the ADA essential duties performed by the entire classification. They cannot include, and are not intended to include, every possible activity and task performed by every specific employee.

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