Software Support Specialist

Software Support Specialist

The Software Support Specialist in the Special Programs & Services (SPS) Department will be responsible for managing and analyzing student data across various applications used within the department. This role involves processing a high volume of data related to special education programs, ensuring data integrity, and generating actionable insights. The specialist will also serve as the primary resource for training and providing ongoing support to staff on the use of these applications, ensuring staff can efficiently navigate and utilize the software for day-to-day operations. This position requires a strong understanding of data management, problem-solving, and excellent communication skills to support staff training and troubleshooting needs.

Qualifications:

• Education/Experience: Associate degree in Computer Science, Telecommunications, Instructional Technology, or equivalent related field or equivalent related professional experience.
• Minimum two (2) years of software support experience, preferred.
• Minimum two (2) years of experience with systems applications, preferred.
• Skills/Knowledge: Strong analytical ability to solve problems related to data submission and management. Demonstrates the ability to train educators in the use of software applications. Strong analytical ability to solve technology-related problems. Demonstrates the ability to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Demonstrates knowledge of PC operations and desktop applications. Demonstrates knowledge of various Web Operating Systems. Demonstrates a proficient understanding and utilization of Microsoft Office Suite and other software packages for use in the SPS Department. Demonstrates the ability to work collaboratively with external and internal stakeholders. Demonstrates the ability to maintain complete confidentiality. Demonstrates excellent interpersonal skills, demonstrated by patience, understanding, and congeniality. Demonstrates excellent oral and written communication skills. Demonstrates organizational skills and time management skills, providing for productivity, accuracy, and attention to detail in the carrying out of all duties, tasks, and responsibilities with minimal supervision. Demonstrates the ability to prioritize assigned tasks. Provides support remotely when necessary. Documents common support procedures. Completes tasks with attention to detail and accuracy. Demonstrates the ability to work independently and maintain departmental deadlines. Demonstrates the ability to make professional decisions. Possesses the skills to provide the highest level of customer service, with patience and knowledge of the department's services. Ability to attend work regularly at assigned work hours subject to lawful leave rights and responsibilities.
• Physical: Ability to stand, bend, stoop, sit, lift, reach, communicate (vision, hearing, and speech), and carry or convey sufficient weight to safely and effectively carry out functions, duties, and responsibilities. Ability to sit for long periods of time (3 hours). Ability to independently ambulate in and around work areas. Ability to travel to and from assigned work locations without employer support. Ability to travel on and/or drive a CLIU #21 vehicle. Ability to exhibit appropriate manual dexterity to effectively carry out functions, duties, and responsibilities.

Authority: The Software Support Specialist will have the authority to perform all functions listed below in accordance with established policies and procedures.

Functions/Duties/Responsibilities:

• Receives, reviews, and processes entry and withdrawal data for students across multiple student information systems.
• Provides support and/or training for CLIU #21 staff on the use of student information systems, special education documentation, and tracking systems.
• Develops the necessary support materials, as appropriate, for the above indicated spheres of training.
• Schedules educational sessions for staff as needed - dates, locations, participants, etc.
• Develops training materials to facilitate the user's learning process.
• Analyzes, develops, and documents procedures.
• Analyzes customer requests and accurately reports to Special Education Supervisor.
• Communicates with customers via telephone, computer, in person, and ticket tracking software.
• Maintains Accurate Records of Activities.
• Accurately tests software and reports to the Special Education Supervisor.
• Collaborates with the Management Information Systems (MIS) Department.
• Maintains complete confidentiality of school records, student records, employee records, and student applications.
• Presents information about CLIU #21 programs at meetings and conferences, using appropriate technology to support the presentation.