Complete Description:
We are looking for highly motivated and skilled talent to join our team at District of Columbia Public Schools (DCPS).
We seek individuals who are passionate about transforming the DC school system and making a significant difference in the lives of public school students, parents, principals, teachers, and central office employees.
DCPS serves 45,000 students in the nation’s capital through the efforts of approximately 4,000 educators in 123 schools. As part of a comprehensive reform effort to become the preeminent urban school system in America, DCPS intends to have the highest-performing, best paid, most satisfied, and most honored educator force in the nation and a distinctive central office staff whose work supports and drives instructional excellence and significant achievement gains for DCPS students.
Information Systems Help Desk & Training Analyst
The Office of Data and Strategy (ODS) team is focused on providing high quality data, information and analysis to enable the sweeping reforms currently underway at the District of Columbia Public Schools.
ODS serves as the analytic hub for the district by providing data to support policy and implementation goals as well as providing assistance in development and dissemination of all achievement related data and oversee and direct all research, evaluation, analytics and testing activities including all summative and formative assessments. ODS is also responsible for overseeing the data system functions for DCPS.
The guiding principle of ODS is to support decision-making in DCPS with accurate information about how our students are performing, and how the district as a whole is performing. ODS provides the DCPS community with streamlined data systems that place high quality, results-focused information at its fingertips, and provide the supports to transform data into actionable information.
The Information Systems Help Desk & Training Analyst is a hybrid training/help desk role that is uniquely designed to provide schools with hands on support during the roll out of a new Student Information System. The analyst is responsible for providing in person training and support to a select cohort of schools they are assigned to. They will provide in person support and training, in addition to telephone and email support to the end-user community. This role provides resolutions for users, walks the user through a series of steps to determine the cause of a problem, updates systems to reflect users’ requests, and creates training resources to support the ongoing use of the system. The role ensures problem ownership and promotes end-user satisfaction.
Primary duties:
• Travel to schools and ensures that staff in the building are comfortable using the software (will need to capture any issues that could be incorporated into future changes)
• Provide in person training to central office and school based staff (both at central office and at schools)
• Serves as the initial point of contact for support to internal DCPS employees on the Student Information System
• Delivers the highest level of customer service to users
• Logs user inquiries in a ticket tracking system. Daily reviews any open issues or requests from end-users and follow-up accordingly.
• Determines nature of obstacles and best DCPS staff to resolve, tracks and follows up until issue is resolved.
• Completes testing and user validation of Student Information System
• Creates and maintains training resources (manuals, reference guides, webinars) to support ongoing training.
• Provide office hours support at various sites
• Supports and carries out the Chancellor’s mission to transform DC Public Schools and close the achievement gap.
• Performs other related duties as assigned.
Educational/professional qualifications
• Must have either a minimum of 1 year experience in training or similar customer service industry or 3 years’ experience as school based staff using any student information system
• Knowledge of Aspen SIS is a plus
• Familiarity with help desk ticket tracking systems (Remedy, HEAT, etc.).
• Excellent customer service, communication, interpersonal skills (both written and verbal) with emphasis on providing high quality customer service within a team environment
• Ability to maintain professional communication skills when under pressure and exhibit a high level of patience.
• Must have a wide range of skills and knowledge in computer software and an understanding for network applications.
• Previous exposure to or experience in the education sector preferred.
• Ability to quickly learn new processes and procedures
• Ability to work independently in a fast paced environment
• Must be extremely well organized and detail oriented
• Must be able to provide your own transportation to multiple school sites
Skills:
Skill
Required / Desired
Amount
of Experience
Expertise Rating
Training experience
Required
2
Years
2 - Proficient
Knowledge of ASPEN SIS is a plus
Nice to have
1
Years
1 - Basic
Familiarity with help desk ticket tracking systems (Remedy, HEAT, etc.)
Required
1
Years
2 - Proficient
Customer service experience, communication, interpersonal skills with emphasis on providing high quality customer service in a team environment
Required
8
Years
2 - Proficient
Must have a wide range of skills and knowledge in computer software
Required
1
Years
2 - Proficient
Previous exposure to or experience in the education sector
Highly desired
1
Years
2 - Proficient
The manager will accept a candidate with 3 years of experience as school based staff using any student information system such as (ASPEN SIS, AAL eSIS, EduPoint Synergy, or Pearson Power School) in lieu of Training experience. Please confirm which requirement the candidate fulfills.
Contractor must be able to travel from DCPS Central Office to school sites and between School sites