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Education Specialist, Help Desk Support

Employer
Delaware Department Of Education
Location
Dover, DE 19901, US
Salary
Competitive
Close Date:
03/03/2018

Title of Position: Education Specialist, Help Desk Support

Reports to:
Director of Technology Operations

Description of Position:


The Education Specialist for District Support is a member of the Technology Operations work group. The primary responsibility of this position provides support to internal and external customers utilizing standardized statewide third party and custom developed software solutions across student accounting, administration, reporting, and management functions. The position also supports configuration, troubleshooting, consulting and training in various applications, modules, and reporting programs including PowerSchool eSchoolPLUS and IEPPLUS. The successful candidate will be able to provide highly focused, timely, friendly technical assistance, documentation and training to the department's internal and external customer bases.

Major Responsibilities:

  • Provide help desk support, coverage, documentation and training for eSchoolPLUS and IEPPLUS.
  • Supports customization of the PowerSchool Product software suite.
  • Supports, tests, and documents upgrades to PowerSchool Product software suite.
  • Triages, reports and monitors cases on software bugs, events, updates, and fixes with software vendor and internal staff as required.
  • Escalates support tickets as appropriate.
  • Identify and provide training and recommendations to DOE and district staff on software both directly and through vendor supported trainings.
  • Log all issues and work in our helpdesk system.

Essential Qualifications and Skills

Education:
Minimum qualifications include a Bachelor's Degree (Master's Degree preferred) in the area of computer science, information management or other related area.

Experience:
  • Minimum of three years' experience in a help desk or call center environment.
  • Demonstrated support experience in eSchoolPLUS, IEP Plus, Performance Plus or related student accounting system.
  • Professional help desk (ITIL) and/or related certifications credentials highly desired.
  • Maintain, alter and create reports based in Cognos preferred.

Skills:

  • Call-center phone support experience in a level 1, 2, or 3 support environment.
  • Experience with large scale databases and information systems.
  • Experience providing support, call routing, and troubleshooting in a help desk environment.
  • An understanding of school based data collection and reporting.
  • Performs responsibilities with minimal supervision.
  • Excellent verbal and written interpersonal skills and the ability to deal with customers and internal staff in a highly professional manner.

Salary:

Salary will be computed in accordance with the education, experience, and training of the individual selected and in accordance with salary schedules for employees of the Department of Education. Direct deposit of payroll checks is a condition of state employment, and employees are paid on a lag pay schedule with the first payment made after approximately one month of employment.

Notes:

A criminal background check is required. The successful candidate must demonstrate during the interview process an understanding of diversity, educational equity and multicultural education. This job description is not intended to be an all-inclusive list of duties and standards of the position. The selected candidate should expect to perform any other related activities needed to deliver the position's key duties and responsibilities and follow any other instructions as defined by his/her supervisor.

The Delaware Department of Education is an equal opportunity employer. It does not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, genetic information, marital status, disability, age or Vietnam Era veteran's status in employment or its programs and activities. Inquiries should be directed to the Department's Human Resource Office, 401 Federal Street, Suite 2, Dover, Delaware, 19901, Telephone No. (302) 735-4030.

A person may not be employed by a public school employer in any position requiring licensure and certification if the person does not meet licensure and certification requirements established under Chapter 12 of [Title 14 of the Delaware Code]..., except pursuant to a license extension and/or emergency certificate issued pursuant to Chapter 12. See 14 Del. C.§ 1313.

Direct deposit of paychecks is a condition of employment for all new employees hired after December 31, 1995

Use of any published data or content on this web site is prohibited without the written consent of the Delaware Department of Education.

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