Job Description

Help Desk & Data /Application Support Technician

SALARY: $45.21 per hour in accordance with the negotiation agreement between the East Hartford Board of Education and Local 2727 of Council 4.

EFFECTIVE DATE: As soon as possible

The following documents must be complete and current for application to be considered for this position:

X Online Application

X Letter of Interest

X Resume

Copy of Valid Certification and/or License

X Transcripts (if applicable)

X Three Current Letters of Recommendation

X Other: Letter of interest should include background information

QUALIFICATIONS

1. Associate or bachelor's degree preferred or equivalent work experience in k-12 educational institution.
2. Two or more years' experience in help desk/technical support and/or data systems or application support.
3. A+, ITIL Foundation, or equivalent certification preferred; experience with a student information system (e.g., PowerSchool) and/or a ticketing platform (e.g., Incident IQ) strongly (preferred).

GENERAL REQUIREMENTS:

1. Knowledge, understanding and ability to work on the following technical systems:

• Help Desk (.50 FTE): Serves as a primary point of contact for staff and student technology support requests submitted through the district's Incident IQ ticketing system; triages, prioritizes, and resolves Tier 1 and escalates complex issues to Network or Systems staff as needed.
• Provides support to Chromebooks, Windows laptops, iPads, desktops, printers/copiers, ViewSonic interactive displays, and related classroom hardware.
• Assists with classroom software focusing on the success of integration in the classroom
• Deploys and updates desktop hardware and software manually or through automation
• Produces technical how to documents and maintains end-user knowledge base articles, how-to guides, and short instructional videos to support self-service and reduce repeat ticket volume.
• Data & Application Support (.50 FTE): Assists with the day-to-day integrity of student information system (PowerSchool) data, including enrollment, scheduling, and rostering support.
• Supports maintenance, data validation, and report generation within the district's data dashboard platform (Analytic Vue), assisting building and department staff with access and interpretation.
• Assists with the district's software application review and vetting process, including basic vendor data-privacy documentation checks in coordination with the Data Privacy team.
• Supports single sign-on (SSO), rostering, and integration troubleshooting between PowerSchool, Google Workspace/Microsoft 365, and instructional applications.
• Assesses, responds and troubleshoots work orders submitted through an online ticketing system
• Travel between schools is required, personal transportation is required. Travel reimbursement is offered by the district

1. Excellent written and verbal skills, including ability to provide technical support over the phone; previous customer service experience desired.
2. Ability to handle constantly changing workflow across two functional areas; remain productive during slow periods, be able to multitask effectively during high volume periods, exercise patience and professionalism during stressful situations.
3. Strong attention to detail and data accuracy, given the shared responsibility for both end-user support and district data/application systems.

REPORTS TO: CIO and Information Technology Manager

JOB GOAL:

This position requires excellent communication and organizational skills; ability to work equally well on collaborative and independent assignments with initiative and persistence; consistently proactive and growth-minded; ability to maintain discretion and strict confidentiality; sound judgment; high level of technical proficiency; ability to manage complex work dual-function responsibilities with frequent interruptions; ability to analyze difficult and sensitive situations and adopt a highly effective course of action.

Under the direction of the Information Technology Manager The position divides responsibilities equally between providing direct Help Desk support to staff and students and delivering data and application support for the district's core systems, including PowerSchool and Analytic Vue.

PERFORMANCE RESPONSIBILITIES:

1. Performs the basic repair, troubleshooting, and maintenance of end-user hardware, software, and classroom technology.
2. Logs, triages, and resolves Help Desk tickets through Incident IQ in accordance with district service-level standards.
3. Supports staff and students in day-to-day technology functions, escalating unresolved issues appropriately.
4. Learns fundamental operations of commonly used software, hardware and other district-wide equipment.
5. Assists with maintaining accuracy, integrity, and security of data within PowerSchool and the Analytic Vue data dashboard.
6. Supports the software application review process, including basic intake, documentation, and vendor coordination tasks.
7. Follows standard operating procedures; accurately logs all work orders using Work Order software.
8. Becomes familiar with available help resources; stay updated on district technology changes or problems.
9. Work collaboratively with a team to improve technology usage, data quality and application support resources.
10. Becomes familiar with Board of Education policies, services, and staff.
11. Performs other duties as assigned by the Information Technology Manager
12. The employee must occasionally lift and/or move up to 50 pounds

TERMS OF EMPLOYMENT: 12 months, represented by AFSCME Local 2727.

Evaluation: Performance of this job will be evaluated in accordance with provisions of the Board's policy for non-certified staff. u