Help Desk and Data Application Support Technician

Join East Hartford Public Schools as a Help Desk and Data Application Support Technician (Districtwide) in an onsite role in East Hartford, CT. This position blends everyday technology help for staff and students with support for the district’s core student information and reporting systems. You will help keep classrooms running smoothly while also protecting the integrity of PowerSchool data and Analytic Vue dashboard/reporting.

The role is split evenly between two functional areas: direct Tier 1 help desk support and data and application support for systems including PowerSchool and Analytic Vue. The hourly rate is $45.21/hour under the negotiation agreement between the East Hartford Board of Education and Local 2727 of Council 4, with 12 months of representation by AFSCME Local 2727. Travel reimbursement is offered by the district, and the position is effective as soon as possible.

Responsibilities

• Act as a primary contact for technology support requests submitted through the district’s Incident IQ ticketing system; triage, prioritize, resolve Tier 1 issues, and escalate complex problems to Network or Systems staff as needed.
• Support end users with Chromebooks, Windows laptops, iPads, desktops, printers/copiers, and ViewSonic interactive displays, along with related classroom hardware.
• Assist with classroom software to support successful integration in the classroom.
• Deploy and update desktop hardware and software manually or through automation.
• Create technical documentation, maintain end-user knowledge base articles and how-to guides, and produce short instructional videos to enable self-service and reduce repeat ticket volume.
• Support the day-to-day integrity of student information system data in PowerSchool, including enrollment, scheduling, and rostering support.
• Support maintenance, data validation, and report generation within Analytic Vue, assisting building and department staff with access and interpretation.
• Assist with district software application review and vetting, including basic vendor data-privacy documentation checks in coordination with the Data Privacy team.
• Troubleshoot single sign-on (SSO), rostering, and integrations between PowerSchool, Google Workspace/Microsoft 365, and instructional applications.
• Assess, respond, and troubleshoot work orders submitted through an online ticketing system; perform basic repair, troubleshooting, and maintenance for end-user hardware, software, and classroom technology.
• Accurately follow standard operating procedures, log and resolve tickets in accordance with district service-level standards, and keep work orders documented using Work Order software.
• Collaborate with the team to improve technology usage, data quality, and application support resources, and stay current with district technology changes or problems.
• Become familiar with Board of Education policies, services, and staff, and perform other duties as assigned by the Information Technology Manager.

Requirements

• Associate or bachelor's degree preferred, or equivalent work experience in a k-12 educational institution.
• Two or more years of experience in help desk/technical support and/or data systems or application support.
• A+, ITIL Foundation, or equivalent certification preferred, plus strong preferred experience with a student information system (example: PowerSchool) and/or a ticketing platform (example: Incident IQ).
• Knowledge and ability to work across the Help Desk (.50 FTE) and Data & Application Support (.50 FTE) technical systems.
• Excellent written and verbal communication skills, including the ability to provide technical support over the phone; previous customer service experience desired.
• Ability to manage constantly changing workflow across two functional areas, remain productive during slower periods, multitask during high volume, and maintain patience and professionalism under stress.
• Strong attention to detail and data accuracy due to shared responsibility for end-user support and district data/application systems.
• Travel between schools is required; personal transportation is required, and travel reimbursement is offered by the district.
• Occasionally lift and/or move up to 50 pounds.

Technologies

• Incident IQ
• PowerSchool
• Analytic Vue
• Chromebooks
• Windows laptops
• iPads
• Desktops
• Printers/copiers
• ViewSonic interactive displays
• Google Workspace
• Microsoft 365
• Single sign-on (SSO)

Reporting Line

Reports to: CIO and Information Technology Manager.

Terms of Employment

• 12 months, represented by AFSCME Local 2727.
• Effective date: As soon as possible.