Special Education Help Desk Analyst

7 days ago

Washington DC USA, United States Serigor Inc. Full time
Job Title: Special Education Help Desk Analyst

At Serigor Inc., we are seeking a highly skilled Special Education Help Desk Analyst to join our team. As a key member of our support team, you will be responsible for providing top-notch technical support to our clients and external customers on various data systems, including PowerSchool.

The ideal candidate will have a strong background in Special Education policies, including the IEP process, and experience with PowerSchool. You will serve as the initial point of contact for help desk support, create tickets in our official call tracking system, escalate complex or urgent issues, and follow up with users to ensure customer satisfaction.

Key Responsibilities:

  • Provide technical support to clients and external customers on PowerSchool
  • Create tickets in our official call tracking system
  • Escalate complex or urgent issues to the appropriate personnel
  • Follow up with users to ensure customer satisfaction
  • Assist in the creation and maintenance of system documentation and training materials
  • Conduct one-on-one and group user training
  • Participate in small-sized projects related to PowerSchool

Requirements:

  • 3+ years of experience using PowerSchool
  • Strong background in Special Education policies, including the IEP process
  • Excellent customer service skills
  • Ability to communicate effectively both verbally and in writing
  • Ability to learn new software and systems quickly
  • Ability to work under pressure and meet deadlines

Deliverables:

  • Help desk support to clients and external customers on PowerSchool
  • Tickets created in our official call tracking system
  • Escalated issues to the appropriate personnel
  • Follow-up with users to ensure customer satisfaction
  • System documentation and training materials
  • One-on-one and group user training
  • Participation in small-sized projects related to PowerSchool

Acceptance Criteria:

  • Customer satisfaction surveys will be conducted to measure the satisfaction of clients and external customers with the help desk support provided
  • The number of tickets created in our official call tracking system will be monitored to track the volume of support requests received
  • The number of tickets escalated to the appropriate personnel will be monitored to track the number of complex or urgent issues encountered
  • The number of tickets resolved will be monitored to track the efficiency of the help desk support provided

Quality Assurance:

  • Weekly trainings will be offered by the team lead and manager to ensure that all rules and regulations are followed and to address any questions or concerns
  • The number of tickets created in our official call tracking system will be monitored to track the volume of support requests received
  • The number of tickets escalated to the appropriate personnel will be monitored to track the number of complex or urgent issues encountered
  • The number of tickets resolved will be monitored to track the efficiency of the help desk support provided

Skills:

  • Bachelor's degree in IT or related field or equivalent experience
  • 10+ years of experience providing technical support via email, phone, web, or in person to customers in a timely fashion
  • 6+ years of ticketing system experience
  • 6+ years of professional experience communicating effectively both verbally and in writing
  • Has experience working to meet SLAs
  • 3+ years of experience with utilizing the PowerSchool system
  • 3+ years of experience with Special Education policies, including the IEP process
  • Generate ad-hoc school and district reports
  • 2+ years of designing and revising training courses
  • 2+ years of conducting training in classroom, workshop, and seminar settings

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