Software Support Specialist

POSITION TITLE: Software Support Specialist

FLSA: Exempt

REPORTS TO: Director of Information Systems

TERMS OF EMPLOYMENT: 240 days benefits will be specified in the employee contract. Contract will be prorated based on the actual start date.

BEGINNING:July 1 2025

QUALIFICATIONS

• Bachelors degree in Information Technology Computer Science or a related field (preferred); an Associates degree with relevant experience; a Technical Degree or Certification may be considered.
• Experience in IT support or help desk. Equivalent education and experience that provide the necessary knowledge skills and abilities to perform the job may be considered.
• Proficiency in Microsoft Excel and Google Suite.
• Excellent written and verbal communication skills.
• Customer serviceoriented mindset with a focus on user satisfaction.

• Experience using ticketing systems.

DISTRICT VALUES

• We will always put student needs rst.
• We believe relationships matter.
• We expect accountability.
• We operate with transparency.
• We prioritize student and staff safety.

ESSENTIAL JOB FUNCTIONS

• Provide highlevel customer service and technical support to endusers via ticketing systems phone email chat and other communication channels.
• Troubleshoot and resolve technical issues efficiently translating complex problems into userfriendly solutions.
• Accurately log categorize and manage support tickets ensuring timely resolution and adherence to servicelevel agreements.
• Assess and escalate unresolved or highpriority issues per established protocols.
• Continuously evaluate and improve support strategies to ensure quality user experiences.
• Manage and maintain internal knowledge bases ticketing systems documentation and reference materials to optimize support efficiency.
• Document internal processes procedures and training manuals.
  Stay informed of system updates tools and regulatory changes to ensure resources remain current and relevant.
• Manage user access to systems addressing access issues and ensuring proper permissions through routine audits.
  
  
• Apply knowledge of user access protocols licensing agreements and compliance requirements (e.g. FERPA HIPAA COPPA).
• Ensure all system access adheres to regulatory standards district policies and institutional objectives.
• Leverage advanced proficiency in Microsoft Excel and Google Suite to create analyze and visualize data.
• Build and run data queries to generate reports that support decisionmaking.
• Extract clean and consolidate data from multiple sources to ensure data integrity and usability.
• Coordinate software/hardware procurement licensing renewals and maintain inventory and purchasing records.
• Reconcile absences and maintain accurate business records including financials payments and travel details.
• Produce digestible reports for diverse stakeholders identifying trends and insights.
• Communicate effectively across all organizational levels especially when translating technical issues for nontechnical staff.
• Prioritize and execute tasks independently in a fastpaced environment with frequent interruptions and competing priorities.
• Adapt quickly to new technologies and software using available resources.
• Demonstrate confidentiality attention to detail flexibility and a proactive cando attitude.
• Maintain prompt and regular attendance.
• Perform other duties as assigned by administration.

These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar related or a logical assignment to the position.

OTHER JOB RESPONSIBILITIES

• Must have the ability to lift at least 20 pounds occasionally.
• Ability to endure prolonged standing walking sitting kneeling occasional reaching above the head or the shoulders bending squatting.

*Classified Salary Schedule Specialized Support Staff

Required Experience:

Unclear Seniority