Help Desk Support III - American Technology Consulting

Title: Help Desk Support IIILocation: 601 East 18th Avenue Suite 250 Denver, Colorado 80203-0000 Interview: WebExPROJECT REQUIREMENTSThe contractor’s vendor shall provide an IT Help Desk Support contractor toperform duties to support the DSU Data Pipeline collections which includes: 5interchanges, 10 snapshots, 4 year-round and 2 periodic data collections. Thiswill involve the following:This includes but is not limited to technical assistance and training for thedistrict and BOCES field personnel regarding the submission of data and otherassociated tasks through the collection cycle in the current Data Pipelinesystem.4.1. Provide email and phone support for data respondents throughout the year.4.2. Utilize the existing documentation to assist with the overall collectionprocess.4.3. Track, research and respond to questions from data respondents. Questionsmay range from basic system access and functionality questions to highlytechnical and nuanced questions.4.4. The person in this position will collaborate with and serve as a collectionliaison between the CDE Data Services Unit and the LEAs. Regular communicationwith the Data Services Unit team is critical to the success of this work.4.5. Understand the Data Pipeline technical and non-technical processes andassist LEA and CDE personnel to perform the tasks required to send data to CDE.4.6. Pull and/or view collection data as needed using SQL and/or Toad tovalidate accuracy or resolve issues.4.7. Attend, participate and present in a weekly Town Hall meeting to provideinformation and training as well as answering LEA personnel questions.4.8. Investigate and solve reported issues.4.9. Prepare documentation for CDE and LEA staff for new processes or revisionsof existing processes.4.10. Create tickets and track issues until resolution.4.11. Attend and participate in team and client meetings.4.12. Manage multiple tasks/activities simultaneously, switch priorities asneeded.4.13. Maintain a schedule of tasks and meet deadlines.4.14. Communicate equally well with all levels. e.g., executive, administrators,educators, and technical personnel.4.15. The person in this position must be able to work both autonomously and aspart of a team.4.16. Other duties as assigned. Other Duties that facilitate or enhance the workrequired by the Data Services Unit.SECTION 5.0EXPERIENCE AND SKILLS5.1. Detail oriented (i.e., proofing work, spelling, grammar, formatting, etc.).5.2. Effective and constructive interpersonal skills.5.3. Ability to collaborate and communicate with internal and external customers(i.e., school districts, BOCES, other CDE units, etc.).5.4. Demonstrates initiative and exhibits a proactive approach to work.5.5. Exceptionally proficient in the use of Microsoft Office tools, includingbut not limited to MS Word, MS PowerPoint, and MS Visio.5.6. General knowledge of technical applications and technologies.5.7. Ability to take direction but able to work efficiently and independentlyfollowing the direction provided.5.8. Must possess excellent written and verbal communication skills includingthe ability to convey complex technical possess excellent written and verbalcommunication skills including the ability to convey complex technicalinformation.5.9. The ability to pass a background check.5.10. Preferred: Experience working within the education sector.