Technology Solutions Specialist

JOB SUMMARY

The Technology Solutions Specialist plays a critical role in delivering high-quality service and support to various levels of internal and external users of Echo, our web-based Learning Management System. Primary responsibilities include providing first-level customer support of Echo and related software tools, rapid resolution of client issues, and delivering superior customer satisfaction. The Technology Solutions Specialist needs to be motivated, technically savvy, customer service oriented, and function well in a fast-paced, collaborative team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage inbound support calls on Echo and related tools such as Google Apps and Jasper Reports
• Manage customer expectations
• Accurately and efficiently troubleshoot user issues and document solutions related to Echo functionality, Google Apps provisioning (Single Sign On), browser-specific performance, etc.
• Communicate customer issues with internal subject matter experts
• Triage and prioritize customer issues Participate in User Acceptance Testing related to bug fixes and new functionality
• Other duties as assigned
• Leads special projects and other tasks as needed.

REQUIREMENTS

• Minimum 1-2 years experience supporting Web applications
• Ability to learn quickly
• Ability to work as a team-player is essential
• Experience with Learning Management Systems preferred
• Experience with Google Apps preferred
• Professional and pleasant personality
• Good time management, decision-making, and problem-solving skills
• Experience in K-12 education environment a plus
• Experience with a web-based Help Desk application
• Bachelor degree in Information Systems or equivalent preferred
• Familiarity with the New Tech Network or similar school development organizations.
• Strong written and verbal communications skills.

CONTACT WITH OTHERS

Must be able to work with and around others on a regular basis. Those people include, but are not limited to, employees of all levels within the organization, community, district leaders and teachers, and members of other organizations, customers, vendors and visitors.

PHYSICAL REQUIREMENTS

Low physical effort required to sit, stand at files, bend, stoop, lift, and walk. Maximum unassisted lift = 35lbs. Requires ability to use a keyboard, monitor and calculator. Also requires the ability to communicate verbally, both in person and on the telephone. Environmental Requirements Inside average office environment. Average office noise levels. No personal protective equipment required. Ambient temperature between 68 and 76F. KnowledgeWorks and its subsidiaries are equal opportunity employers.

CONTACT US

To apply for this position, please send a cover later and your resume to Shannon Herald: heralds@newtechnetwork.org.