12 Jun 2018

Full-Time Analyst of IT, Support

Uncommon Schools – Posted by post@uncommonschools.orgNew York, New York, United States

Job Description

Position Overview

As a member of Uncommon’s IT Support team, the Analyst will be the first line of support for our core technology application, in particular our student information system, PowerSchool. As the face of the Support Team, the Analyst will use a customer service mindset, critical thinking, and excellent communication skills to ensure a smooth tech experience for our school staff. The Analyst of IT, Support will report to the Senior Associate Director of IT, Support.

Essential Duties & Responsibilities

(1) Administration and Support of PowerSchool, Uncommon’s Student Information System (SIS)

  • Provide responsive and courteous support to resolve PowerSchool issues raised by schools
  • Manage tickets through issue tracking system
  • Assist Senior Associate Directors in research to develop best-practice processes and systems related to PowerSchool
  • Help create training materials and conduct training for new PowerSchool users

(2) General Tier 1 Application Support

  • Provide speedy and courteous support to resolve issues on all supported applications
  • Aid Senior Associate Directors to implement and roll-out of new applications

(3) Data Systems Management

  • Support data audit work to ensure data integrity of the supported systems
  • Help Data Management & Data Analytics teams by running standard reports to facilitate analysis of student performance based on school needs
  • Develop an understanding of the structure and availability of school data
  • Work in partnership with key regional contacts to facilitate state and donor reporting

(4) Training and documentation

  • Proactively document best practice use cases for all supported applications
  • Identify training opportunities through analysis of support issues

Qualifications

Required knowledge, skills, and abilities

  • Passionate commitment to the mission of Uncommon Schools
  • Strong customer service mindset and ability to prioritize and communicate effectively with non-technical users
  • Exceptional critical thinking skills; ability to diagnose issues, identify root causes, and implement effective solutions
  • Strong verbal and written communication skills
  • Results-oriented and committed to operational excellence
  • Ability to learn quickly and be self-directed, coupled with the ability to ask questions and request help when needed
  • Passion for learning and teaching new applications and products
  • Demonstrated excellent personal effectiveness strategies (organization, time management, and follow-up skills)
  • Driven to improve and receptive to feedback
  • Demonstrated strong attention to detail

Preferred knowledge, skills, and abilities:

  • Advanced Excel skills
  • Experience with a Student Information System (SIS) – training in PowerSchool will be provided if needed
  • Some experience with a help desk ticketing software (e.g. Zendesk)
  • Experience supporting technology (software or hardware)
  • Experience with Google Apps for Education

Minimum educational level

  • Bachelor’s degree required 

How to Apply

Apply on a website: https://uncommonschools.secure.force.com/careers/ts2__JobSearch

Job Categories: IT
Job Types: Full-Time

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