Job Title: Technical Support Specialist 1

Department: Technology

Reports To: Managing Director of System Support

Compensation: 50,000

TRS Classification: Non-classified

Summary:

The Technical Support Specialists assist parents, teachers, staff, and administrators with access to our Student Information System. This role also handles other support and data analysis cases as assigned by the Business Analyst. When technical questions arise within PowerSchool, the Technical Support Specialist will perform various tasks, including issuing password resets, providing general browser troubleshooting suggestions, reporting bugs, and tracking them.

Successful candidates should have the following experiences and characteristics:

• An eagerness to learn and understand a broad array of learning management systems
• High standards for quality of work and a reflex to improve at every turn; 
• Problem-solving abilities and clear communication skills.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide Tier 1 support for the Epic Student Information System, PowerSchool.
• Act as a Subject Matter Expert for PowerSchool.
• Pull and manipulate report data under the direction of the Business Analyst
• Assist with inbound technology inquiries and route appropriately.
• Demonstrate behavior that is professional, ethical, moral, and responsible.
• Follow all rules, regulations, and policies of Epic Charter School and follow directives from supervisor(s).
• Follow the attendance policy as assigned by the supervisor.
• Some travel will be required. Mileage will be paid according to Epic policies and procedures.
• Perform other functions that may be assigned by the Administration and/or supervisor.

Supervisory Responsibilities: 

• No supervisory responsibilities

Education and/or Experience              

• An Associate's Degree in a technology field is preferred.
• 1-3 years experience with desktop support or in a help desk.
• Proficiency with Microsoft Excel or Google Sheets. 
• Experience providing support for remote users/inquiries.

Qualifications 

• Extensive experience with core software applications
• Strong research abilities
• Excellent written and oral communication skills; demonstrated ability to present effectively and persuasively
• Relationship-building and relationship management skills
• Excellent organization and time management skills
• Ability to learn quickly, work independently and to be effective in a fast-paced, dynamic, entrepreneurial environment
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with stakeholders over the phone
• Ability to learn and navigate new software quickly
• Strong attention to detail, dependability, and follow-through
• Resolve issues and conflicts
• Passionate commitment to the mission of school choice
• Ability to maintain professional confidentiality and comply with FERPA guidelines

Language Skills                   

Ability to read, analyze, and interpret internal communications, financial reports, and legal documents.  Ability to respond to common inquiries or complaints from families or members of the business community.  Ability to communicate effectively with students, families and coworkers, both verbally and in writing.  

Mathematical Skills                   

Basic math skills required

Reasoning Ability                   

Ability to define problems, collect data, establish facts, and draw valid conclusions. 

Computer Skills                   

To perform this job successfully, an individual must have advanced Excel skills (required.) Familiarity with Access and Google Sheets. Computer proficiency in Windows, Microsoft Office, and Google Suites required. Must have a high aptitude to learn new software as necessary for the business operations of the school.

Certificates, Licenses, Registrations 

• Current driver's license and valid car insurance
• Software-specific certifications preferred

Other Qualifications                  

• Must be able to pass a state-mandated background check after a conditional offer of employment is made
• Must have favorable employment references

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 is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision and ability to adjust focus.

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.

The person in this position works remotely from home but also must travel to Epic sites and public meetings as needed. The noise level is usually quiet to moderately loud (when students are present.)