Analyst, Help Desk - Seds

The mission of the Office of Data and Technology is to support schools and the district as a whole to use technology and data effectively to accelerate student achievement. The Office includes the following teams:

• The Information Technology team provides DCPS students and staff in every school with the infrastructure, systems, and support to use technology effectively to accelerate student achievement.
• The Assessments team leads and supports schools in the administration of summative assessments and surveys and ensures test integrity is maintained during assessments.
• The Data team ensures stakeholders at all levels of the organization have access to accurate, timely, and relevant data, conducting analysis and research, and building school-based capacity to use data tools to inform planning and decision-making.
• The Strategic Initiatives teamoversees office strategy, finance, communications, staffing, and operations; manages a portfolio cross-functional workstreams; and supports the office, agency, and schools use data and technology effectively.

The Information Technology (IT) team leads the district’s efforts to ensure all DCPS students and staff, in every school, have the technology, data and systems, and technical support needed to be successful.

The Technology Support and Client Services Team is responsible for supporting the overall mission, vision, and values of DCPS through sound technical support and exceptional customer service. The Analyst, Help Desk is part of a valuable team that provides application support for Student Information Systems serving DCPS. This critical service is delivered by telephone, in-person, and email support for end-users in all schools and departments.

The Analyst, Help Desk - SEDS will report to the Manager, Technology Support and Client Services.

Essential Duties and Responsibilities

The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties, and/or skills required. Other duties may be assigned.

• Delivers the highest level of service and promotes a culture of exceptional customer service in line with DCPS values.
• Serves as the initial point of contact for Help Desk support to internal DCPS employees and external customers on various data systems by providing answers to known issues.
• Creates tickets in the official call tracking system to document user requests including nature of the problem, severity level, and priority.
• Follows established protocols when complex or urgent issues require escalation, and tracks through resolution.
• Follows up regularly with users to ensure customer satisfaction.
• Assists in the creation and maintenance of system documentation and training materials.
• Conducts one-on-one and group user training as required.
• Participates in small-sized projects, or components of a larger project.
• Submits weekly reports to supervisor.

Qualifications

• Bachelor's degree and one year of experience OR two years of experience (no degree requirement).
• Must have familiarity with special education policies including individualized education programs (IEPs).
• Extremely well organized and detail oriented.
• Previous exposure to or experience in the education sector a plus.
• Minimum of one year of experience in Help Desk, call center, or similar customer service industry, or three years of experience as school based staff using a similar student information system.
• Experience in the special education sector or knowledge of a special education data system preferred.
• Familiarity with Help Desk ticket tracking systems (Remedy, ServiceNow, etc.).
• Excellent customer service, communication, and interpersonal skills (both written and verbal) with emphasis on providing high quality customer service within a team environment.
• Ability to maintain professional communication skills when under pressure and to exhibit a high level of patience.
• Wide range of technology skills and knowledge.
• Previous experience providing individual or group training sessions.
• Ability to quickly learn new processes and procedures.
• Ability to work independently in a fast-paced environment.

DCPS Values

• STUDENTS FIRST: We recognize students as whole children and put their needs first in everything we do.
• COURAGE: We have the audacity to learn from our successes and failures, to try new things, and to lead the nation as a proof point of PK-12 success.
• EQUITY: We work proactively to eliminate opportunity gaps by interrupting institutional bias and investing in effective strategies to ensure every student succeeds.
• EXCELLENCE: We work with integrity and hold ourselves accountable for exemplary outcomes, service, and interactions.
• TEAMWORK: We recognize that our greatest asset is our collective vision and ability to work collaboratively and authentically.
• JOY: We enjoy our collective work and will enthusiastically celebrate our success and each other.