Analyst, Help Desk, Information Systems, Office of Data & AccountabilityAnalyst, Help Desk, Information Systems, Office of Data & Accountability
Openings (1)
Our public school students need your expertise, passion and leadership.
We are looking for highly motivated and skilled talent to join our team at District of Columbia Public Schools (DCPS). We seek individuals who are passionate about transforming the DC school system and making a significant difference in the lives of public school students, parents, principals, teachers, and central office employees.
DCPS serves 45,000 students in the nation's capital through the efforts of approximately 4,000 educators in 123 schools. As part of a comprehensive reform effort to become the preeminent urban school system in America, DCPS intends to have the highest-performing, best paid, most satisfied, and most honored educator force in the nation and a distinctive central office staff whose work supports and drives instructional excellence and significant achievement gains for DCPS ition Overview
The Office of Data and Accountability (ODA) team is focused on providing high quality data, information and analysis to enable the sweeping reforms currently underway at the District of Columbia Public Schools.
ODA serves as the analytic hub for the district by providing data to support policy and implementation goals as well as providing assistance in development and dissemination of all achievement related data and oversee and direct all research, evaluation, analytics and testing activities including all summative and formative assessments. ODA is also responsible for overseeing the data system functions for DCPS.
The guiding principle of ODA is to support decision-making in DCPS with accurate information about how our students are performing, and how the district as a whole is performing. ODA provides the DCPS community with streamlined data systems that place high quality, results-focused information at its fingertips, and provide the supports to transform data into actionable information.
The Information Systems Help Desk Analyst is responsible for providing telephone and email support to the end-user community for the DC Student Tracking and Reporting System (DC STARS) and other DCPS data systems. This role provides resolutions on the telephone and through email with users, walks the user through a series of steps to determine the cause of a problem, updates systems to reflect users' requests, and classifies the level, priority and nature of the problem. If s/he is unable to diagnose the problem with the end user, s/he will escalate to Tier II support. The role also opens, tracks, closes and troubleshoots tickets. Ensures problem ownership and promotes end-user satisfaction. The Analyst reports to the Information Systems Help Desk cational Requirements
Bachelor's degreeQualifications
* Must have either a minimum of 1 year experience in help desk, call center, or similar customer service industry or 3 years experience as school based staff using any student information system
* Knowledge of special education data systems (e.g. EasyIEP) is a plus
* Familiarity with help desk ticket tracking systems (Remedy, HEAT, etc.).
* Excellent customer service, communication, interpersonal skills (both written and verbal) with emphasis on providing high quality customer service within a team environment
* Ability to maintain professional communication skills when under pressure and exhibit a high level of patience.
* Must have a wide range of skills and knowledge in computer software and an understanding for network applications.
* College degree required, preferably in Computer Science or Information Systems.
* Previous exposure to or experience in the education sector preferred.
* Ability to quickly learn new processes and procedures
* Ability to work independently in a fast paced environment
* Must be extremely well organized and detail orientedResponsibilities
* Serves as the initial point of contact for help desk support to internal DCPS employees and external customers on various data systems.
* Delivers the highest level of customer service to users via telephone and email.
* Logs user inquiries in a ticket tracking system. Daily reviews any open issues or requests from end-users and follow-up accordingly.
* Determines nature of obstacles and best DCPS staff to resolve, tracks and follows up until issue is resolved.
* Coordinates or implements several small-sized projects, or components of a larger project.
* Tracks and reports progress of projects through use of various computer programs and tools.
* Interacts with and responds effectively to urgent requests from multiple internal and external DCPS stakeholders.
* Supports and carries out the Chancellor's mission to transform DC Public Schools and close the achievement gap.
* Performs other related duties as assigned.
Notice of Criminal Background accordance with the Criminal Background Checks for the Protection of Children Act of 2004, this position has been designated and identified as one which requires a criminal background check and/or traffic record check. If you are tentatively selected for the position, a criminal background check and/or traffic record check (for positions which require the operation of a motor vehicle) will be conducted. A final offer of employment is contingent upon the receipt of a satisfactory criminal background check and/or traffic record check.
Notice of accordance with Title VI of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, Section 504 of the Rehabilitation Act of 1973, the Age Discrimination Act of 1975, Title II of the Americans with Disabilities Act of 1990 and the D.C. Human Rights Act of 1977, as amended, District of Columbia Official Code Section 2-1401.01 et seq. (Act), the District of Columbia Public Schools (DCPS) does not discriminate (including employment therein and admission thereto) on the basis of actual or perceived race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, family status, family responsibilities, matriculation, political affiliation, genetic information, disability, source of income, status as a victim of an interfamily offense, or place of residence or business. Sexual harassment is a form of sex discrimination, which is prohibited by the Act. In addition, harassment based on any of the above-protected categories is prohibited. Discrimination in violation of the aforementioned laws will not be tolerated. Violators will be subject to disciplinary action.
Title IX regulation requires schools to implement specific and continuing steps to protect students and others against discrimination on the basis of sex. Students, parents and/or guardians with inquiries regarding Title IX non-discrimination policies related to students and student activities shall contact:
Title IX Coordinator
Office of Youth Engagement
District of Columbia Public Schools
1200 First St, NE, 8thFloor Washington, DC 20002
Washington, DC 20002
or
Assistant Secretary for Civil Rights
U.S. Department of Education
Office for Civil Rights
400 Maryland Avenue, SW
Washington, D.C. 20202-1100
Telephone:
FAX: ; TDD:
Email:
Inquiries regarding the non-discrimination policies of DCPS will be handled as follows:
Employees with inquiries regarding non-discrimination policies related to employment and employees or who wish to file a discrimination complaint should contact:
Equal Employment Opportunity Specialist
Office of Labor Management & Employee Relations
District of Columbia Public Schools
1200 First St, NE, 10th Floor Washington, DC 20002
Students, parents and/or guardians with inquiries regarding non-discrimination policies related to students and student activities, including Section 504, should contact:
Director of Targeted Student Support
Office of Youth Engagement
District of Columbia Public Schools
1200 First St, NE, 10th Floor Washington, DC 20002
Position InformationOpening Date: September 15, 2011
Closing Date: September 15, 2012
Vacancy Announcement Number: 10-ODA-112
Salary: $47,929-$50,996
Location: Washington, DC
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