Primary Purpose:

Provide a single point of contact for all district staff and students to resolve problems in their use of the district’s Student Information System (SIS) by responding to service tickets, email requests, and phone calls. Support families in their use of the SIS Family Access platform. Support other help desk activities via email, help desk, or phone related to technology issues and distribution of technology-related work orders as necessary.

Qualifications:

Education/Certification:

High school diploma or GED Google Educator Level 1, preferred

Special Knowledge/Skills:

• Comprehensive understanding of a district’s SIS or similar student information system
• Ability to provide the highest level of customer service and public relations
• Ability to communicate effectively, both orally and written, with teachers, staff, and administration
• Ability to prioritize work based on the impact and need of the district
• Ability to promote the strengths and capabilities of the district’s SIS Knowledge of computer hardware and software applications
• Knowledge of software used to develop spreadsheets, student information systems, databases, and word processing
• Ability to input large amounts of data accurately and in a timely manner

Experience:

Minimum of one year of work experience with a Student Information System

Major Responsibilities and Duties:

Student Information System

1. Provide first-level customer support to district SIS users by responding to service tickets, emails, and phone calls in a timely manner.

2. Compile regular reports of service ticket details, monitor support trends, and work with Student Information System Analysts to address needs that are observed as a result of support analysis.

3. Serve as a liaison between Skyward Campus Leads, Technology Helpdesk, and Student Information System Analysts to develop and maintain a robust SIS support system for all district stakeholders.

4. Promote the effective use of the SIS to accomplish instructional and administrative tasks efficiently.

5. Work in partnership with Student Information System Analysts, campus leadership, departments, and administrators to deliver professional development in the use of the district’s SIS.

6. Support Skyward Family Access by responding to service tickets and emails in order to meet the needs of the district and its families.

7. Analyze and identify trends in the help desk system and submit reports to the administration accordingly.

Communication

8. Establish and maintain a professional relationship and open communication with all District staff.

9. Provide excellent customer service. Professional Growth and Development

10. Attend professional development and training as directed by the supervisor.

11. Comply with state, district, and school regulations and policies.

Other

12. Comply with policies established by federal and state law, State Board of Education rule, and local board policy.

13. Assist with onboarding and training new personnel

14. Perform other duties assigned by the supervisor.

15. Follow district safety protocols and emergency procedures.

16. Respond to after-hours emergencies as needed.

Supervisory Responsibilities:

None

Mental Demands/Physical Demands/Environmental Factors:

Tools/Equipment Used: Personal computer and peripherals; standard instructional equipment

Posture: Prolonged standing; frequent kneeling/squatting, bending/stooping, pushing/pulling, and twisting

Motion: Frequent walking

Lifting: Regular light lifting and carrying (less than 15 pounds)

Environment: Work inside; regular exposure to noise

Mental Demands: Maintain emotional control under stress; work prolonged or irregular hours