Educational Technology Support Specialist II

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 II provides advanced support for the student information systems and learning applications used across the organization and serves as the senior technical resource on the Educational Technology support team across platforms such as PowerSchool Infinite Campus Schoology Clever and publisher applications. This role resolves the complex cross-system and integration-related issues that fall outside front-line procedures and builds the documentation and standards that allow the rest of the team to resolve more issues independently.

This position does not directly supervise Educational Technology Support Specialist I employees but functions as their primary escalation point and informal technical coach. Because this is a newly formed team consolidating previously separate student information system and learning application support the Specialist II plays a substantial role in establishing how the function operates shaping intake and escalation practice adapting existing knowledge base content to the teams combined scope and transitioning support responsibilities from other teams into a consistent ticket-based model.

ESSENTIAL FUNCTIONS:

Advanced Support Escalation and Root-Cause Resolution:

• Resolve complex support issues spanning student information systems learning applications rostering tools integrations permissions and system configuration.

• Serve as the primary escalation point for Educational Technology Support Specialist I team members determining independently whether an issue requires direct resolution internal engineering involvement or vendor escalation.

• Diagnose and coordinate resolution of issues affecting groups of users a campus a grade level a course or an entire integration where impact and urgency must be assessed quickly.

• Perform root-cause analysis on recurring and multi-user issues and drive resolution through configuration change data correction documentation or process change.

• Lead technical engagement with vendors on escalated defects configuration questions and service requests including framing the issue evaluating proposed fixes and validating resolution.

• Provide direct phone and email support on escalated or time-sensitive issues where real-time troubleshooting with the user is the fastest path to resolution.

System Administration Configuration and Integrations:

• Administer and configure student information systems and learning applications in coordination with the Manager Student & Family Platforms.

• Troubleshoot integration and rostering failures between student information systems learning applications publisher platforms and related systems partnering with integration engineering on underlying data flow issues.

• Perform and validate bulk data operations including imports permission reviews and corrective updates with appropriate safeguards and verification.

• Onboard new applications and support responsibilities into the team by documenting configuration defining support expectations and confirming the team can sustain the work.

Knowledge Management and Team Enablement:

• Own the Zendesk knowledge base its structure standards accuracy and coverage including consolidating and adapting existing content to the teams combined scope with the explicit goal of increasing the share of tickets resolved at the front line.

• Create and maintain user-facing documentation job aids process guides and troubleshooting resources for school staff.

• Coach Educational Technology Support Specialist I team members through escalation handling technical explanation and worked examples.

• Analyze support trends and recommend documentation configuration workflow or training changes that reduce recurring volume.

Cross-Functional and Seasonal Operations:

• Partner with central office teams including Academics Enrollment Data Assessment and Operations to understand new support needs and translate them into supportable processes.

• Lead the support teams technical readiness for seasonal operations including new school year setup rollover grading and report card cycles and quarter close.

• Contribute to the definition of service-level expectations intake standards escalation paths and support reporting for the newly formed team.

• Maintain confidentiality and ensure appropriate handling of student staff and family data in accordance with FERPA applicable state law and organizational requirements.

• Other duties as assigned.

KNOWLEDGE SKILLS & ABILITIES:

Education Certifications and Experience:

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

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

• Demonstrated experience troubleshooting complex multi-system issues and coordinating resolution across users vendors and internal technical teams.

• Hands-on experience administering or configuring an enterprise application such as a student information system learning management system or comparable platform.

• Experience documenting processes and writing knowledge base or support content used by others.

• Strong written and verbal communication skills including the ability to explain technical issues clearly to non-technical audiences.

• Ability to balance hands-on ticket resolution against longer-term support improvement work.

Preferred Qualifications:

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

• Hands-on administration experience with PowerSchool or Infinite Campus.

• Experience with Schoology Clever or publisher platforms including rostering and provisioning.

• Experience troubleshooting integrations rostering feeds or data synchronization between systems.

• Experience supporting seasonal school operations such as new school year setup grading report cards or quarter close.

• Experience building and maintaining help center or knowledge base content in Zendesk or a comparable service desk platform.

• Experience helping stand up or mature a help desk application support or service desk function.

• Experience coaching or mentoring peers through documentation escalation support or knowledge sharing.

Behavioral Competencies:

• Sound judgment about when to solve when to escalate and when to change the underlying process.

• Detail-oriented particularly with data operations that affect many users at once.

• Generous with knowledge; measures success partly by what teammates can handle without help.

• Composed under pressure during high-impact time-sensitive operational periods.

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

• Comfortable operating without a playbook and willing to write the one that is missing.

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!