Application Support Specialist (Internal Only) - Technology - North Thurston Public Schools
Lacey, WA
About the Job
Employment Begins: 2024-2025 School Year
8.0 hours/day; 5 days/week; 260 days/year
APPLICATION SUPPORT SPECIALIST
STANDARD POSITION DESCRIPTION
Classification: Application Support Specialist Location: Technology Support Services
Reports to: Director of Technology Support Services FLSA Status: Non-Exempt
Bargaining Unit: NTAITP
This is a standard position description to be used for positions with similar duties, responsibilities, classification, and compensation. Employees assigned to the position description may or may not perform all the essential functions indicated in this position description.
This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
Part I: Position Summary:
The application support specialist is responsible for providing support, troubleshooting, documentation, and integration assistance for district on-premises and cloud-based applications. This position works with the NTPS remote technology support specialist team to meet customer needs by supporting district software, cloud-based platforms, integrating new applications, recommending process improvements, training end users on new applications and troubleshooting data and/or infrastructure issues relevant to application support and use.
Part II: Supervision and Controls over the Work:
Works under the supervision of the administrator responsible for Technology Support Services. Independently resolves challenging end user technical issues. Coordinates with peers and senior technology staff and/or supervisor in resolving more complex issues. Work is evaluated based on overall success of supporting projects, assisting users, and resolving problems consistent with district and technology department policies, directives, and standard practices and procedures.
Part III: Major Duties and Responsibilities: Duties include but are not limited to:
Answer calls and emails in the technology support queue; initiate trouble tickets; document problems and resolve issues. Assign tickets as needed to other technology support team members.
Provide first point of contact and support to end users using our district on-premises and cloud-based applications. E.g., O365 suite, SharePoint, OneDrive, Google Suite, Canvas, Google Classroom, etc.
Assist various teams with evaluation, integration, maintenance, and upgrades of applications/platforms being evaluated and in production.
Manages the day-to-day operation of MDM software for end users by remotely updating devices, installing apps, deploying permissions, etc.
Prepare internal use technical documentation; ensure documentation is current and meets standards.
Creates, edits, and maintains end user support documentation for district applications.
Provides remote or in-person training as needed for district staff on district standard applications.
Provide quality assurance review and testing of application systems/programs to ensure compliance with specifications and requirements.
Maintain confidentiality of information processed through the department.
Maintain professional competence, knowledge, and skill necessary for the satisfactory performance of all assigned responsibilities.
Write specifications and develop administrative reports when requested.
Perform product research and determine integration strategies when requested.
Attend workshops and training classes, read publications and periodicals, participate in Special Interest Groups, and any other means to stay current on hardware, software and other information systems in use at NTPS.
Support the Mission, Goals and Vision of North Thurston Public Schools and Technology Support Services.
Required to follow Board policies and stay abreast of updates and changes.
Performs other tasks and assumes other responsibilities as assigned.
Part IV: Minimum Qualifications:
Successful experience in working with culturally diverse families and communities or have otherwise demonstrated a commitment to strengthening engagement of a diverse community and skill in communicating with a diverse population.
High School Diploma or equivalent and appliable IT certification(s) from major district cloud providers desired (Microsoft, Google, Instructure, etc.) is desired. Must meet minimum qualifications as per collective bargaining agreement.
Five (5) years of substantive and progressively responsible experience in providing hardware and software support. Excess experience may be substituted for the certification requirement.
Analytical and research ability to successfully troubleshoot failures with end user hardware and software platforms.
Able to follow written and verbal direction and take the initiative when necessary. Ability to effectively communicate on technology issues in terms of customer comprehension and response; including the ability to work and communicate with customers who are non-technical and may have a high level of frustration.
Able to organize work and set priorities for accomplishing work in a timely and effective manner.
Able to work collaboratively and effectively with other staff, employees, and supervisors.
Part V: Desired Qualifications:
Successful experience working with various stakeholders and diverse teams in a technical capacity.
Strong working knowledge of end user applications and cloud-based platforms used in K12.
Working knowledge of Microsoft Active Directory, Azure, group policies, network topology and how it interacts with a large enterprise environment.
Working knowledge of life cycle/endpoint management software for enterprise support.
Experience working in an education environment.
Second language skills.
Part VI: Physical and Environmental Requirements of the Position:
The physical demands and work environment 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.
While performing the duties of this job, the employee is frequently required to sit, talk, move about, hear, and speak.
The employee must occasionally lift and/or move up to 50 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Insurance Benefits
Employees who are anticipated to work 630 hours during the school year (September 1 through August 31) are eligible for medical, dental, vision, long term disability and basic life insurance benefits.
North Thurston Public Schools benefits are administered by the Washington State Healthcare Authority under the School Employees Benefits Board (SEBB). Click on the link https://www.hca.wa.gov/employee-retiree-benefits/school-employees https://www.hca.wa.gov/employee-retiree-benefits/school-employees for information on available benefit options.
Retirement and Deferred Compensation
Eligible employees are required to be a member of the Washington State Department of Retirement Systems Plan. . For eligibility information, check on the link to the Department of Retirement Systems http://www.drs.wa.gov/ ' web site.
Employees also have the ability to participate in tax deferred 403(b) and 457 Deferred Compensation Plans (DCP). These are supplemental retirement savings programs that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Click on the link https://www.drs.wa.gov/plan/dcp/ https://www.drs.wa.gov/plan/dcp/ for information on 457 plan (DCP) with the Department of Retirement Systems.
To enroll in an eligible 403(b) plan, employees must consult with their own financial planner that is an approved vendor.
Equal Opportunity Employer
North Thurston School District does not discriminate in any programs or activities on the basis of sex, race, creed, religion, color, national origin, age, veteran or military status, sexual orientation, gender expression or identity, disability, or the use of a trained dog guide or service animal and provides equal access to the Boy Scouts and other designated youth groups. The following employees have been designated to handle questions and complaints of alleged discrimination: Civil Rights Coordinator and Title IX Officer: executivedirectorHR@nthurston.k12.wa.us mailto:executivedirectorHR@nthurston.k12.wa.us , 360-412-4453; Section 504 Coordinator at 360-412-4465, 504@nthurston.k12.wa.us mailto:504@nthurston.k12.wa.us Address for both: 305 College St. NE. Lacey, WA 98516.
8.0 hours/day; 5 days/week; 260 days/year
APPLICATION SUPPORT SPECIALIST
STANDARD POSITION DESCRIPTION
Classification: Application Support Specialist Location: Technology Support Services
Reports to: Director of Technology Support Services FLSA Status: Non-Exempt
Bargaining Unit: NTAITP
This is a standard position description to be used for positions with similar duties, responsibilities, classification, and compensation. Employees assigned to the position description may or may not perform all the essential functions indicated in this position description.
This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
Part I: Position Summary:
The application support specialist is responsible for providing support, troubleshooting, documentation, and integration assistance for district on-premises and cloud-based applications. This position works with the NTPS remote technology support specialist team to meet customer needs by supporting district software, cloud-based platforms, integrating new applications, recommending process improvements, training end users on new applications and troubleshooting data and/or infrastructure issues relevant to application support and use.
Part II: Supervision and Controls over the Work:
Works under the supervision of the administrator responsible for Technology Support Services. Independently resolves challenging end user technical issues. Coordinates with peers and senior technology staff and/or supervisor in resolving more complex issues. Work is evaluated based on overall success of supporting projects, assisting users, and resolving problems consistent with district and technology department policies, directives, and standard practices and procedures.
Part III: Major Duties and Responsibilities: Duties include but are not limited to:
Answer calls and emails in the technology support queue; initiate trouble tickets; document problems and resolve issues. Assign tickets as needed to other technology support team members.
Provide first point of contact and support to end users using our district on-premises and cloud-based applications. E.g., O365 suite, SharePoint, OneDrive, Google Suite, Canvas, Google Classroom, etc.
Assist various teams with evaluation, integration, maintenance, and upgrades of applications/platforms being evaluated and in production.
Manages the day-to-day operation of MDM software for end users by remotely updating devices, installing apps, deploying permissions, etc.
Prepare internal use technical documentation; ensure documentation is current and meets standards.
Creates, edits, and maintains end user support documentation for district applications.
Provides remote or in-person training as needed for district staff on district standard applications.
Provide quality assurance review and testing of application systems/programs to ensure compliance with specifications and requirements.
Maintain confidentiality of information processed through the department.
Maintain professional competence, knowledge, and skill necessary for the satisfactory performance of all assigned responsibilities.
Write specifications and develop administrative reports when requested.
Perform product research and determine integration strategies when requested.
Attend workshops and training classes, read publications and periodicals, participate in Special Interest Groups, and any other means to stay current on hardware, software and other information systems in use at NTPS.
Support the Mission, Goals and Vision of North Thurston Public Schools and Technology Support Services.
Required to follow Board policies and stay abreast of updates and changes.
Performs other tasks and assumes other responsibilities as assigned.
Part IV: Minimum Qualifications:
Successful experience in working with culturally diverse families and communities or have otherwise demonstrated a commitment to strengthening engagement of a diverse community and skill in communicating with a diverse population.
High School Diploma or equivalent and appliable IT certification(s) from major district cloud providers desired (Microsoft, Google, Instructure, etc.) is desired. Must meet minimum qualifications as per collective bargaining agreement.
Five (5) years of substantive and progressively responsible experience in providing hardware and software support. Excess experience may be substituted for the certification requirement.
Analytical and research ability to successfully troubleshoot failures with end user hardware and software platforms.
Able to follow written and verbal direction and take the initiative when necessary. Ability to effectively communicate on technology issues in terms of customer comprehension and response; including the ability to work and communicate with customers who are non-technical and may have a high level of frustration.
Able to organize work and set priorities for accomplishing work in a timely and effective manner.
Able to work collaboratively and effectively with other staff, employees, and supervisors.
Part V: Desired Qualifications:
Successful experience working with various stakeholders and diverse teams in a technical capacity.
Strong working knowledge of end user applications and cloud-based platforms used in K12.
Working knowledge of Microsoft Active Directory, Azure, group policies, network topology and how it interacts with a large enterprise environment.
Working knowledge of life cycle/endpoint management software for enterprise support.
Experience working in an education environment.
Second language skills.
Part VI: Physical and Environmental Requirements of the Position:
The physical demands and work environment 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.
While performing the duties of this job, the employee is frequently required to sit, talk, move about, hear, and speak.
The employee must occasionally lift and/or move up to 50 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Insurance Benefits
Employees who are anticipated to work 630 hours during the school year (September 1 through August 31) are eligible for medical, dental, vision, long term disability and basic life insurance benefits.
North Thurston Public Schools benefits are administered by the Washington State Healthcare Authority under the School Employees Benefits Board (SEBB). Click on the link https://www.hca.wa.gov/employee-retiree-benefits/school-employees https://www.hca.wa.gov/employee-retiree-benefits/school-employees for information on available benefit options.
Retirement and Deferred Compensation
Eligible employees are required to be a member of the Washington State Department of Retirement Systems Plan. . For eligibility information, check on the link to the Department of Retirement Systems http://www.drs.wa.gov/ ' web site.
Employees also have the ability to participate in tax deferred 403(b) and 457 Deferred Compensation Plans (DCP). These are supplemental retirement savings programs that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Click on the link https://www.drs.wa.gov/plan/dcp/ https://www.drs.wa.gov/plan/dcp/ for information on 457 plan (DCP) with the Department of Retirement Systems.
To enroll in an eligible 403(b) plan, employees must consult with their own financial planner that is an approved vendor.
Equal Opportunity Employer
North Thurston School District does not discriminate in any programs or activities on the basis of sex, race, creed, religion, color, national origin, age, veteran or military status, sexual orientation, gender expression or identity, disability, or the use of a trained dog guide or service animal and provides equal access to the Boy Scouts and other designated youth groups. The following employees have been designated to handle questions and complaints of alleged discrimination: Civil Rights Coordinator and Title IX Officer: executivedirectorHR@nthurston.k12.wa.us mailto:executivedirectorHR@nthurston.k12.wa.us , 360-412-4453; Section 504 Coordinator at 360-412-4465, 504@nthurston.k12.wa.us mailto:504@nthurston.k12.wa.us Address for both: 305 College St. NE. Lacey, WA 98516.
Source : North Thurston Public Schools
