PDIS Help Desk Specialist- Bilingual SpanishEnglish (Part-Time & Term-Limited)

STATE OF COLORADO RESIDENCY REQUIRED

NOTE: This announcement may be used to fill multiple openings.This is a part-time position estimated at 16 hours/week.

** Term-Limited position with funding through June 30 2030 **

Colorado 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

This 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 Division of Early Childhood Workforce: This division is dedicated to providing infrastructure and leadership for recruiting retaining and growing a diverse and highly competent early care and education workforce. The division is responsible for 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) Early Childhood Professional Credential (ECPC) Regional Coaching Network Recruitment and Retention Initiatives Training and Instructional Design Family Friend and Neighbor (FFN) initiatives the Expanding Quality in Infant Toddler Care (EQ) initiative and the comprehensive efforts to improve compensation and benefits across the diverse mixed-delivery workforce. The division develops delivers and empowers relationship-based learning opportunities directly and through multiple partners across the state. The Division of Early Childhood Workforce includes the following three units: Professional Learning and Design Unit Registry and Career Pathways Unit and Strategy and System Leadership Unit.

What youll be doing:

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 impact children positively. 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 2005 legislation moved the professional credentials from a pilot project to statewide availability.

• Providing Help Desk customer service in English and Spanish
• Reviewing PDIS pages and documents translated into Spanish for accuracy
• Creating cases for user issues submitted by phone email or other means including transcribing voicemails;
• Answering thePDIS Help Desk phone during designated times;
• Triaging cases to support case assignment including populating case information adding a case type and reason 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 PDIS;
• Connectingusersto help resources for using the PDIS;
• Noting and reporting system bugs or suspected technical issues;
• Noting and reporting suspected issues with eLearning courses materials and other items housed within the PDIS;
• Participating in team meetings and collaborative activities.
• Other duties as assigned

Residency Requirement:

Class Code & Classification Description: (New)

• Bilingual in Spanish/English

• Experience providing technical assistance or support

• Comfort with online platforms

• Experience with administrative tasks

• Experience working with people from a range of backgrounds and technical literacy

• Written and verbal communication skills in English and Spanish

• Attention to detail

• Excellent interpersonal and relationship-building skills including with members of the public

• Familiarity with large transactional administrative data systems for example Salesforce.

• Familiarity with large learning management systems for example Cornerstone.

• Ability to quickly learn and utilize a variety of technical applications including data and learning management systems video conferencing applications and ticket/case management systems.

• Problem-solving skills

• Knowledge of early childhood systems programs and requirements

• Comfort working on a team or independently

• Experience using VOIP systems

• Ability to use simplified language to provide technical guidance

• Experience supporting adult learners

• Ability to independently manage workload

• Ability to maintain a positive attitude with frustrated customers

• Experience with Google Workspace

• Experience providing support on multiple platforms including iOS OS Windows and Android

• Applicants must pass a thorough 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.
• This is a term-limited position with funding through June 30 2030.

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 atunder Rules.

How to Apply(PLEASE READ CAREFULLY)

Please note that ONLY your State of Colorado job application will be reviewed during the initial screening; if you submit a resume and cover letter they will be reviewed in later stages of the selection process. Therefore it is paramount that you clearly describe all your relevant experience on the application itself. Applications left blank or marked SEE RESUME will not be considered.

1. A complete CDEC Application for Announced Vacancy (please submit online using the green APPLY button at the top of this announcement)
2. 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.)
3. 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.
4. If you are a veteran a copy of your DD214. Please submit this as an attachment to your online application.

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.