Educational Technology Support Specialist I

Be the one who makes a difference!

At Vertex Education we are a team of high achievers courageous leaders and passionate believers in changing lives through education. As a purpose-led education services provider our mission is destined to benefit many and yet it starts with just one person inspired to work together with us to make a memorable and meaningful difference for our clients schools students and communities. Be the one who makes a differencewith us.

The Educational Technology Support Specialist I provides front-line support for the student information systems and learning applications that schools staff students and families rely on every day. Requests arrive primarily through a shared Zendesk ticket queue with phone and email support also available to school staff who need it. This role resolves access rostering configuration and general system questions across platforms such as PowerSchool Infinite Campus Schoology Clever and publisher applications and escalates issues that fall outside established procedures.

This is a newly formed team that consolidates support for student information systems and learning applications into a single service function. The Specialist I works from documented procedures and established playbooks and is expected to build working knowledge across both domains rather than specializing in one. Success in this role looks like tickets resolved quickly and clearly users who understand what happened and why and documentation that makes the next occurrence easier to solve.

ESSENTIAL FUNCTIONS:

Ticket Response and Front-Line Resolution:

• Respond to and resolve tickets in Zendesk from school-based staff central office users and other stakeholders within established service-level expectations.

• Diagnose and resolve common issues across student information systems and learning applications including user access permissions and general system use.

• Gather complete information at intake affected users systems timing and steps to reproduce so issues can be resolved or escalated without repeated back-and-forth.

• Provide support by phone and email in addition to the ticket queue walking users through the problem-solving process in real time and documenting the resulting ticket.

• Communicate status resolution and next steps to users in plain non-technical language.

• Own assigned tickets through resolution including follow-up and confirmation with the requester.

• Apply consistent categorization tagging and macros in Zendesk so that support reporting and trend analysis stay accurate.

Application and Data Support:

• Assist users with common workflows and configuration questions across PowerSchool Infinite Campus Schoology Clever publisher applications and related platforms.

• Perform routine application administration tasks including account setup permission assignment and application access provisioning.

• Support CSV imports roster corrections standard reporting requests and routine data review under established procedures.

• Handle student staff and family data in accordance with FERPA applicable state law and organizational data privacy requirements.

Escalation and Vendor Coordination:

• Recognize when an issue falls outside documented procedures and escalate promptly to the Educational Technology Support Specialist II the Manager Student & Family Platforms or internal technical teams.

• Open and manage vendor support cases including documenting the issue clearly tracking progress and relaying updates to affected users.

• Retain ownership of escalated tickets keeping users informed while others work the underlying issue.

Documentation and Seasonal Operations:

• Create and maintain user-facing job aids help center articles and troubleshooting guides for common issues and workflows in the Zendesk knowledge base.

• Support recurring school operations including quarter close grading report cards and new school year setup.

• Identify recurring issues and support trends and raise them to the team so they can be addressed through documentation or process change.

• Build and maintain working knowledge across both student information systems and learning applications.

• Other duties as assigned.

KNOWLEDGE SKILLS & ABILITIES:

Education Certifications and Experience

• Associates degree in a related field; job-related experience may substitute for education.

• One or more years providing customer service help desk technical support or application support in a ticket-based environment such as Zendesk Jira Service Management Freshservice or ServiceNow.

• Demonstrated ability to learn new systems and platforms quickly.

• Strong written and verbal communication skills including the ability to explain technical information to non-technical users.

• Ability to manage multiple concurrent requests and prioritize appropriately during peak operational periods.

Preferred Qualifications:

• Experience supporting K-12 schools school operations or education technology systems.

• Experience with a student information system such as PowerSchool or Infinite Campus.

• Experience with a learning management system or learning application such as Schoology Clever or a publisher platform.

• Hands-on experience with Zendesk including macros views and help center content.

• Familiarity with CSV imports rostering standard reporting or application administration.

• Experience creating documentation knowledge base articles or user support materials.

• Customer-service oriented with patience for users working under time pressure.

• Detail-oriented and thorough in documentation and follow-through.

• Self-motivated and eager to grow across unfamiliar systems.

• Collaborative shares what they learn rather than holding it individually.

• Ability to multitask with time constraints and organizational/departmental goals.

• Comfortable with ambiguity and with helping build a function that does not yet exist.

BACKGROUND CHECKS:

• The incumbent in this position will be required to pass a criminal history background check.

• Must be able to obtain and hold a valid IVP Level One Fingerprint Clearance Card at all times.

PHYSICAL AND TRAVEL REQUIREMENTS / WORK ENVIRONMENT:

• Travel between campuses is required from time to time.

• This position may require sitting for long periods at times talking on the phone standing kneeling stooping and long periods of concentration.

Be excited to be a part of our team and grow your career with us!

Be the one who enables us to positively impact over 258000 students across multiple states while driving our growth forward so we can enrich even more lives. Be the one who helps us achieve excellence for over 226 schools that we support with academics finance technology human resources communications marketing facilities construction and food services. Be the one who is a diverse thinker a team player a smart risk taker an innovator and a difference maker by encouraging others to climb higher and reach farther to further education.

• Be yourself surrounded by wonderful people who care about you value your unique skills and lift you up.

• Be supported in your work by caring leaders and team members who want you to succeed.

• Be empowered to make a difference and climb higher and reach farther to change lives through education.

• Be well in all aspects of your life from your physical mental and emotional wellbeing to your finances.

• Enjoy industry-leading pay rewards referral bonuses with unlimited flexible paid time-off for performance.

• Be able to care for your health and your family with comprehensive medical dental and vision benefits and invest in your future with 401(k) plans with a 6% employer match on your contributions.

• Enhance your growth and development with mentoring and money to take training classes.

• Thrive in a welcoming supportive and inclusive environment where we treat others with fairness and respect celebrate diversity and elevate equality and inclusion as an equal opportunity employer.

Be the one who makes a difference!

With an innovative mind a hungry heart and engaging spirit you can change lives through education. Be a part of Vertex Education and lets make a difference together. Apply Today!