Colorado Shines Help Desk Specialist
Colorado Shines Help Desk Specialist
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Job Description
Department Information
STATE OF COLORADO RESIDENCY REQUIRED
NOTE: This announcement may be used to fill multiple openings.
About CDECColorado Governor Jared Polis is committed to building a Colorado For All a place where everyone has an opportunity to succeed and live the Colorado way of life. Governor Polis is focused on lowering health care costs for hardworking Coloradans transitioning the state to renewable energy sources ensuring every Colorado child gets a quality education and building an economy that works for everyone.
The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness. The State is resolute in non-discriminatory practices in everything we do including hiring employment and advancement opportunities.
We offer a generous benefits package including:
11 paid holidays per year plus vacation and sick leave
Medical dental and vision plans
State paid life insurance policy
Choice of 2 retirement plans (defined benefit or defined contribution)
Optional 401(k) and 457 plans
State paid short-term disability coverage
Additional optional life and disability plans
Credit Union membership
Training and professional development
To learn more about State of Colorado benefits visit: positions may qualify for thePublic Service Loan Forgiveness Program. For more information go to position will have the opportunity for a hybrid schedule (a combination of in-office and remote workplace). **Please note - equipment provisioning and certain onboarding tasks will take place in person in our downtown Denver office on the first day of employment.The Colorado Department of Early Childhood (CDEC) ensures the delivery of a comprehensive community-informed data-driven high-quality and equitable early childhood system that supports the care education and well-being of all Colorados young children their families and early childhood professionals in all settings. CDEC provides access to collaborative coordinated quality early childhood programs and support to children families and early care professionals in an effort to best prepare Coloradans for future success. CDEC works with many partners including parents schools child care providers Early Childhood Councils counties Community Centered Boards early intervention service providers family resources centers county human services county public health businesses community organizations and other stakeholders to provide high-quality early childhood and family support programs.
About the department:The Early Childhood Workforcedivision is dedicated to providing infrastructure and leadership for recruiting retaining and growing the early care and education workforce. The divisions staff are dedicated to supporting both ongoing and temporary initiatives to support the continuous growth and development of the early childhood workforce including the Professional Development Information System (PDIS) Regional Coaching Network Recruitment and Retention Initiatives and the Expanding Quality in Infant Toddler Care (EQIT) Initiative. The Early Learning Workforce unit also includes term-limited staff responsible for managing a number of initiatives supported by federal early childhood stimulus funding. The unit develops delivers and empowers relationship-based learning opportunities directly and through multiple partners across the state. In addition the unit coordinates with Instructional Design and Program Quality units reinforcing the competency- and standards-based approaches to ensuring children and families experience a supportive system of care and education.Description of Job
What youll be doing:
JOB CLASSIFICATION: Business Application Support Specialist I
This position resides on the Professional Development Information System (PDIS) team. The PDIS is a state initiative designed to track promote and recognize the education training and experience of the early care and education workforce to improve professionalism and workforce quality to positively impact children. This workforce registry and learning management system (LMS) also offers free high-quality online and instructor-led courses. PDIS tracks required training ongoing professional development and external training that are closely tied to credentials and qualifications. It honors professionals work experience education and training to award credentials and Licensing qualifications. The PDIS workforce registry tracks a professionals demographics employment education and experience. Several data analysis projects and workforce dashboards are available as a result of the efforts of this team. The system is connected to several other CDEC systems including the Early Childhood Professional Credential (ECPC). Legislation passed in 2000 established the Colorado Early Childhood Professional Credential (ECPC). Colorado Early Childhood Professional Credential (ECPC) ensures that all professionals caring for and educating young children have the same core early childhood knowledge regardless of setting including family child care child care centers and public schools. The ECPC helps create a system of education and training that promotes the optimal development and education of young children. The legislation created a voluntary tiered system of credentials that recognizes increased knowledge and experience for those who care for and educate our youngest children. The early childhood field was actively involved in the creation of the credential system and has enthusiastically embraced it.
Duties include but are not limited to:- Responding to cases for user issues submitted by phone email or other means including transcribing voicemails;
- Triaging cases to support case assignment including populating case information and determining if and when cases need to be escalated or assigned to subject matter experts;
- Prioritizing unassigned cases based on first in/first out and urgent-need criteria;
- Providing basic technical assistance to support user experience in the Colorado Shines systems including the PDIS:
- Connectingusersto help resources;
- Facilitate routine help sessions for Colorado Shines PDIS users in collaboration with the Help Desk Lead and other Help Desk Specialists
- Facilitate or support virtual tailored support sessions as requested by early childhood professionals in collaboration with the Help Desk Lead and other Help Desk Specialists
- Attending and presenting or supporting regular virtual training sessions for early childhood professionals in Colorado
- Identifying relevant topics for each session in collaboration with the Help Desk team
- Other Duties as Assigned
Minimum Qualifications Substitutions Conditions of Employment & Appeal Rights
Residency Requirement:
This posting is only open to residents of the State of Colorado at the time of submitting your application.Class Code & Classification Description:
H9A2XX Business Application Support Specialist I
MINIMUM QUALIFICATIONS:
Experience Only:- One (1) year of relevant experience in an occupation related to technical assistance or support.
- A combination of related education and/or relevant experience in an occupation related to the work assigned equal to one (1) year.
Education and Experience:
A combination of related education and/or relevant experience in an occupation related totechnical assistance or supportequal to one (1) year.
Substitutions:- Additional appropriate experience will substitute for the degree requirement on a year-for-year basis.
- Additional appropriate education will substitute for the required experience on a year-for-year basis.
Preferred Qualifications:- State experience relevant to this position
Experience supporting users of online platforms
Experience providing technical assistance or support ideally in a remote setting
Experience working with people from a wide range of backgrounds and technical literacy
Excellent interpersonal and relationship-building skills including with members of the public
Attention to detail
Highly Desired:Bilingual in Spanish/English both written and verbal
Experience supporting or working with large transactional administrative data systems such as Salesforce.
Experience supporting or working with large learning management systems such as Cornerstone.
Ability to quickly learn and use a variety of technical applications including data and learning management systems video conferencing applications and ticket/case management systems.
Experience with Google Workspace
Experience providing support on multiple platforms including iOS OS Windows and Android
Ability to use simplified language to provide technical guidance
Skilled in written and verbal communication
Knowledge of early childhood systems programs and requirements
Comfortable presenting to groups of professionals in virtual or in-person settings
Experience supporting adult learners
Troubleshooting skills
Comfortable working on a team or independently
Ability to independently manage workload
Ability to maintain positive and solution oriented attitude with frustrated customers
Conditions of Employment:- Applicants must pass a background check prior to employment.
- Employees who have been disciplinary terminated resigned in lieu of disciplinary termination or negotiated their termination from the State of Colorado must disclose this information on the application.
DEFINITION OF PROFESSIONAL EXPERIENCE:
Work that involves exercising discretion analytical skill judgment and personal accountability and responsibility for creating developing integrating applying and sharing an organized body of knowledge that characteristically is uniquely acquired through an intense education or training regimen at a recognized college or university; equivalent to the curriculum requirements for a bachelors or higher degree with major study in or pertinent to the specialized field; and continuously studied to explore extend and use additional discoveries interpretations and application and to improve data materials equipment applications and methods.APPEAL RIGHTS:
If you receive notice that you have been eliminated from consideration for this position you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.
An appeal or review must be submitted on the official appeal form signed by you or your representative. This form must be delivered to the State Personnel Board by email () postmarked in US Mail or hand delivered (1525 Sherman Street 4th Floor Denver CO 80203) or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the departments action.
For more information about the appeals process the official appeal form and how to deliver it to the State Personnel Board; go to ; contact the State Personnel Board for assistance at ; or refer to 4 Colorado Code of Regulations (CCR) 801-1 State Personnel Board Rules and Personnel Directors Administrative Procedures Chapter 8 Resolution of Appeals and Disputes at under Rules.
Supplemental Information
Complete Applications must include the following documents:
- A complete CDEC Application for Announced Vacancy (please submit online using the green APPLY button at the top of this announcement)
- A complete Supplemental Questionnaire (The questionnaire is part of the online application. You will be prompted to answer them as you are completing your online application.)
- A cover letter that describes your interest in this position how your experience aligns with the minimum and preferred qualifications of this position. Cover letters must be uploaded as an attachment to your online application. Cover letters will not be accepted after the closing date and time of the announcement.
- If you are using education to qualify a copy of your official or unofficial transcript showing that your degree has been conferred and the name of your school or your NACES accreditation. Please submit this as an attachment to your online application.
- If you are a veteran a copy of your DD214. Please submit this as an attachment to your online application.
Your application will be reviewed against the minimum qualifications for the position. If your application demonstrates that you meet the minimum qualifications you will be invited to the comparative analysis process which is described below.
Comparative Analysis Process
The comparative analysis process will consist primarily of a review of applications against the minimum and preferred qualifications of this position. Applications will be reviewed in comparison to all others in the applicant pool in order to identify a top group of candidates who may be invited for a final interview. Depending on the size of the applicant pool additional selection processes may be utilized to identify a top group of candidates. Applicants will be notified of their status via email.
Failure to submit properly completed documents by the closing date will result in your application being rejected.
The State of Colorado believes that equity diversity and inclusion drive our success and we encourage candidates from all identities backgrounds and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore in all aspects of the employment process we provide employment opportunities to all qualified applicants without regard to race color religion sex disability age sexual orientation gender identity or expression pregnancy medical condition related to pregnancy creed ancestry national origin marital status genetic information or military status (with preference given to military veterans) or any other protected status in accordance with applicable law.Transfer Non-Disciplinary Demotion or Reinstatement
If you believe that you are eligible to be considered as a transfer non-disciplinary demotion or reinstatement to this vacancy you must submit a completed application following the directions in this job announcement and you will be included in the selection process along with other qualified applicants. If you are the finalist for this position after the selection process Human Resources will confirm your eligibility to be appointed as a transfer non-disciplinary demotion or reinstatement applicant.ADAAA Accommodations:
CDEC is committed to the full inclusion of all qualified individuals. As part of this commitment our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment including completing the application process interviewing completing any pre-employment testing participating in the employee selection process and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position please direct your inquiries to the HR Specialist Jenny Nguyen atTechnical Assistance:If you experience difficulty in uploading or attaching documents to your online application or for any other technical difficulties call NEOGOV technical support at anytime between 6:00 a.m.-6:00 p.m. (Pacific Time).
The Departmentdoes not offer sponsored visas for employment purposes.HOW TO APPLY:Please submit an online application for this position at Reach out to the Department Contact to apply using a paper application including any supplemental questions. Failure to submit a complete and timely application may result in the rejection of your application. Applicants are responsible for ensuring that application materials are received by the appropriate Human Resources office before the closing date and time listed.IF NOT APPLYING ON-LINE SUBMIT APPLICATION TO:
Online applications are strongly preferred. If you are unable to submit an online application please reach out to the contact listed. Please note all applications must be received by the closing date listed on the job posting.
DEPARTMENT CONTACT INFORMATION:
METHODS OF APPOINTMENT: Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However at the discretion of the appointing authority the position(s) may be filled by another method of appointment for a valid articulated business reason.Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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