Application Support Specialist - Level 1

Jeffco Public Schools (Jeffco) is located in Jefferson County, Colorado. It is the second largest school district in Colorado serving 69,000 students across 155 schools. With 14,000 employees, the district is the largest employer in Jefferson County and has provided educational excellence for more than 70 years.

Jeffco embraces the spirit of the West and the natural beauty of the Rocky Mountain region with the county spanning more than 770 square miles running the length of the western edge of the Denver metropolitan area. The district is diverse in both population and geography, from urban to rural, including the mountain communities in the foothills west of Denver.

Overall, Jeffco has 31% of students that qualify for free and reduced lunch, an indicator of poverty, and 34% minority (25% Hispanic) student population. The district is implementing a new strategic plan, Jeffco Thrives 2025 that is focused on providing a world-class education that prepares all Jeffco students for bright and successful futures as local and global citizens. Come join us!

Jeffco Public Schools is a Single-State Employer. All candidates hired by Jeffco Public Schools must reside within the state of Colorado.

The Information Technology (IT) division supports the district?s mission and vision by providing technology-based services and support focused on digital equity, enabling secure and effective data culture, and future-focused sustainability. The IT division's major services areas include infrastructure & network, enterprise client management, school-based site support, educational technologies, a centralized service center, device support and repair, business technology services, student technology services, information security, integration and identity services, enterprise data warehouse, and digital media tools. This department houses approximately 150 individuals that provide centralized technical services to the district. Approximately 30% of IT staff work with schools, students, and community members day-to-day.

Application Support Spec - L1
Annual Position
FLSA: Exempt
FTE: 1.00000 , Hours/Day: 8.000 , Days/Year: Year Round
Salary Plan, Grade, Step: Information Technology , N03, 1
Min-Mid Annual Salary Range: $73,137.00 - $87,615.00 Effective as of: 06-16-2023

**Annual salary noted above is based on an 8 hour day and full days worked calendar. Any position that is less than a full FTE/8 hours per day or late start will be prorated accordingly.

Certain Education Support Professional (ESP) jobs may include the value of holiday pay into the hourly rate. Review the Holiday in Rate column of the Education Support Professional Job Title, Wage Plan, Grade document.

The successful new hire or rehired candidate will be responsible to complete and incur the fingerprinting and processing fee of $54.50 through an appropriate fingerprinting vendor and the Colorado Bureau of Investigation, within 48 hours of offer acceptance.

SUMMARY Responsible for providing expert support, analysis, and research into complex problems and requests relating to the district's student data systems and classroom tools (Student Information Systems, Instructional Systems, Classroom tools, etc.). Partner closely with the Technology Service Center, Field Technicians, and other support analysts to provide and maintain the documentation and training necessary to resolve incidents and service requests quickly and efficiently. Collaborate with IT Systems Owners to fulfill both planned and on-demand service requests including but not limited to data uploads and extracts; record reconciliation and recovery; as well as ad hoc queries and reports.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

Provide timely and accurate secondary level analysis and customer support with an emphasis on achieving a positive customer experience.

Provide documentation, instruction, and support to customers and colleagues regarding solutions to incidents, problems, and the technical use of supported tools.

Execute tasks involving simple scripts and processes to support tools that require extended time and/or knowledge of business practices and escalation paths including standard data uploads and extracts; simple ad hoc queries and reports; pre-scripted system testing; and record reconciliation and recovery, etc.

Own and escalate incidents, outages, and problems to system owners, business partners, teammates, and leadership as needed, ensuring they retain the necessary focus and urgency.

Participate in Student Technology Services team projects and take responsibility for creating or contributing to necessary support documentation including the development of Knowledge Base (KB) articles.

Maintain close partnership with Tier 1 support groups to develop the knowledge, documentation, and training resources needed to optimize for Tier Zero support.

Occasional after-hours work to support system updates, testing, or resuming functionality.

Pursue professional development opportunities to improve overall skill set and meet review objectives.

Perform other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EXPERIENCE 2 years' of customer service experience and 2 years' troubleshooting IT application, data, or related problems required. 1 year providing customer support and problem management for enterprise data systems common to public education such as Infinite Campus, Infor, Enrich, etc. preferred. 1 year working with an enterprise-level ticketing systems such as FreshService preferred.

EDUCATION AND TRAINING Bachelor's degree required. Preferred field of Computer Science, Computer Information Systems or other technology related field. Additional years of equivalent experience will be considered in lieu of degree.

CERTIFICATES, LICENSES, & REGISTRATIONS Certifications in supported enterprise data systems common to public education such as Infinite Campus, Schoology, Google Workspace for Education, Enrich, etc. preferred. ITIL Foundation Certification preferred.

SKILLS, KNOWLEDGE, & EQUIPMENT Demonstrated customer service skills. Effective oral and written communication skills. Advanced interpersonal relations and teamwork skills; troubleshooting skills; and problem-solving skills; Ability to respond effectively to requests on short notice and to manage multiple priorities. Ability to work independently and collaboratively with others. Ability to learn quickly, prepare detailed notes and reports, and walk users and coworkers through steps to resolve software issues. Enthusiasm and a dedication to delivering high-quality customer service. Ability to work flexible hours to meet peak production deadlines. Ability to handle multiple tasks with frequent interruptions. Comprehensive knowledge of school district processes, including ad hoc reporting, software system testing and implementation; and documentation and training preferred.

DECISION MAKING Responsible for resolving issues related to the student technology systems used throughout the District. Follow and interpret IT standards and departmental policies, representing them with customers where appropriate. Adhere to district policies as set forth and interpreted by district leadership. Decisions require collaboration with District administrators, technical staff, supervisor, end-users, and external agencies. Decision-making is guided by supported system capabilities; specifications and restrictions; Board and department policies and procedures; department workflows; and system specifications. Errors in decision-making could impact the functioning of enterprise technology system tables, coding, and/or system workflows, resulting in lost and/or inaccurate data and/or failure of the system.

COMMUNITY RELATIONS Daily contact with District administrators, technical staff, and end users to resolve problems. Monthly contact with school support teams to obtain/furnish information, resolve routine corrections/adjustments, maintain relationships, and recommend policy.

SUPERVISION/TECHNICAL RESPONSIBILITY This position has no supervisory responsibilities. Act as a technical resource for District staff by providing technical assistance on complex problems, problem solving, and education related to District approved cloud-based and on-prem systems, applications, and software.

EDUCATIONAL DELIVERY Provide support to schools in the use of the enterprise software systems to ensure accurate and useful access to critical information. Provide support to the Division of Instruction for student and instructional programs.

COMPLEXITY OF WORK Work assignments are self-directed and based on client requests (service delivery, problem resolution, documentation, training), along with assignments from supervisor, and Director. District policies and department standards guide independent judgment, which encompasses detailed analysis; application of technical and professional knowledge; analytical skills; interpersonal skills and interpretation of facts to evaluate user issues; determine a course of action; provide timely resolution of technical problems; and involve appropriate technical resources when necessary. Have the ability to problem-solve in areas relating to District systems utilizing all available resources (re: Information Technology department/school technologists/Assistant Principals, etc.), keeping in mind the District's standards, supportability and timely resolution.

The physical demands, mental functions, and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel. The employee frequently is required to stand; walk; sit; reach with hands and arms; and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

MENTAL FUNCTIONS While performing the duties of this job, the employee is regularly required to compare, analyze, communicate, coordinate, compute, synthesize, instruct, evaluate, use interpersonal skills, and compile data. The employee is occasionally required to copy, instruct, and evaluate.

WORK ENVIRONMENT The noise level in the work environment is usually moderate.

Jeffco Salary Schedules

Jeffco Benefits

The Jefferson County School District does not discriminate on the basis of disability, race, color, creed, religion, national origin, age, sexual orientation, marital status, political affiliation, pregnancy, or gender.