Special Education Help Desk Analyst Journeyman - Serigor Inc.

Job Title: Special Education Help Desk Analyst Journeyman (Hybrid)
Location: Washington, DC
Duration: 12 Months

Job Description:
The Special Education Help Desk Analyst is responsible for providing support to client employees and external customers on various data systems, including PowerSchool. The Analyst must have experience with Special Education policies including the IEP process. The Analyst will serve as the initial point of contact for help desk support, create tickets in the official call tracking system, escalate complex or urgent issues, follow up with users, 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, or components of a larger project, and submit weekly reports to supervisor.

Specific support areas for PowerSchool Special Programs:

• Generate compliant documents related to the special education process, such as IEPs, progress reports, and other notifications.
• Manage workflow and timelines related to compliance, such as IEP development, meeting scheduling, and reporting deadlines.
• Track student progress, including academic performance, social-emotional development, and behavioral interventions.
• Schedule, track, and manage service delivery, such as individualized special education services, related services, and accommodations.
• Generate ad-hoc school and district reports, including list and analytical reports, to support data-driven decision-making.
• Produce state and federal mandated reports, such as IDEA Part B and Section 504 reports.

Additional Information:

• The Special Education Help Desk Analyst must have 3 years plus experience using PowerSchools.
• The Special Education Help Desk Analyst must be able to work independently and as part of a team.
• The Special Education Help Desk Analyst must have excellent customer service skills.
• The Special Education Help Desk Analyst must be able to communicate effectively both verbally and in writing.
• The Special Education Help Desk Analyst must be able to learn new software and systems quickly.
• The Special Education Help Desk Analyst must be able to work under pressure and meet deadlines.

Objective:
To provide support to client employees and external customers on PowerSchool Special Programs, enabling them to track and monitor the entire Individualized Education Program (IEP) process. Additionally, the objective of this position is to reduce and close outstanding tickets and monitor and respond to customer inquiries via phone and email. This will be accomplished by:

• Prioritizing and addressing tickets in a timely and efficient manner.
• Escalating complex or urgent issues to the appropriate personnel.
• Providing clear and concise instructions to users to help them resolve their issues.
• Following up with users to ensure that their issues have been resolved and that they are satisfied with the support they have received.
• Monitoring customer inquiries via phone and email and responding to them promptly and professionally.
• The goal is to provide the highest level of service and promote a culture of exceptional customer service in line with client values.

Scope Description:
The scope of work includes the following:

• Providing help desk support to client employees and external customers on PowerSchool: This includes user account management, responding to user inquiries, troubleshooting problems, and providing guidance on how to use the system.
• Creating tickets in the official call tracking system to document user requests: This helps to ensure that all requests are tracked and addressed in a timely and efficient manner.
• Escalating complex or urgent issues to the appropriate personnel: This ensures that issues that are beyond the scope of the help desk analyst are resolved quickly and effectively.
• Following up with users to ensure customer satisfaction: This helps to ensure that users are satisfied with the support they have received and that their issues have been resolved.
• Assisting in the creation and maintenance of PowerSchool system documentation and training materials: This helps to ensure that users have access to the information and resources they need to use PowerSchool effectively.
• Conducting one-on-one and group PowerSchool user training: This helps to ensure that users have the knowledge and skills they need to use PowerSchool to its full potential.
• Participating in small-sized projects, or components of a larger project related to Power School This may include tasks such as testing new features.
• Submitting weekly reports to supervisor: This helps to keep the supervisor informed of the progress of the project and to identify any potential issues.
• Boundaries and Limitations:

Deliverables:
The following deliverables will be provided:

• Help desk support to client employees and external customers on PowerSchool Tickets created in the 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, or components of a larger project
• Weekly reports to supervisor

Acceptance Criteria:
The following acceptance criteria will be used to measure the success of the project:

• Customer satisfaction surveys will be conducted to measure the satisfaction of client employees and external customers with the help desk support provided.
• The number of tickets created in the 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.
• The quality of the system documentation and training materials will be reviewed by the supervisor and other stakeholders.
• The effectiveness of the one-on-one and group user training will be evaluated by the supervisor and participants.
• The quality and completeness of the weekly reports submitted to the supervisor will be reviewed.

Contractor/Service Provider Responsibilities
The following acceptance criteria will be used to measure the success of the project:

• Customer satisfaction surveys will be conducted to measure the satisfaction of client employees and external customers with the help desk support provided.
• The number of tickets created in the 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.
• The quality of the system documentation and training materials will be reviewed by the supervisor and other stakeholders.
• The effectiveness of the one-on-one and group user training will be evaluated by the supervisor and participants.
• The quality and completeness of the weekly reports submitted to the supervisor will be reviewed.

Quality Assurance:

• There will be weekly trainings both formal and informal 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 the 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.
• The quality of the system documentation and training materials will be reviewed by the supervisor and other stakeholders.
• The effectiveness of the one-on-one and group user training will be evaluated by the supervisor and participants.
• The quality and completeness of the weekly reports submitted to the supervisor will be reviewed.

Skills:
 

Skills	Required / Desired	Amount	of Experience
Bachelor’s degree in IT or related field or equivalent experience	Required	10	Years
Experience providing technical support via email, phone, web or in person to customers in a timely fashion.	Required	6	Years
Ticketing system experience	Required	6	Years
Professional experience communicate effectively both verbally and in writing	Required	6	Years
Has experience working to meet SLAs	Required	4	Years
3 yrs.of experience with utilizing the PowerSchool system.	Required	3	Years
Experience with Special Education policies including the IEP process	Required	3	Years
Generate ad-hoc school and district reports	Required	3	Years
2 designing and revising training courses	Required	2	Years
2 yrs. conducting training in classroom, workshop, and seminar settings	Required	2	Years
4 days in the office and 1 days telework	Required

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