Job Description
POSITION TITLE: Software Support Specialist
FLSA: Exempt
REPORTS TO: Director of Information Systems
TERMS OF EMPLOYMENT: 240 days, benefits will be specified in the employee contract. Contract will be prorated based on the actual start date.
BEGINNING: July 1, 2025
QUALIFICATIONS
Bachelor's degree in Information Technology, Computer Science, or a related field (preferred); an Associate's degree with relevant experience; a Technical Degree or Certification may be considered.
Experience in IT support or help desk. Equivalent education and experience that provide the necessary knowledge, skills, and abilities to perform the job may be considered.
Proficiency in Microsoft Excel and Google Suite.
Excellent written and verbal communication skills.
Customer service-oriented mindset with a focus on user satisfaction.
Experience using ticketing systems.
DISTRICT VALUES We will always put student needs first.
We believe relationships matter.
We expect accountability.
We operate with transparency.
We prioritize student and staff safety.
ESSENTIAL JOB FUNCTIONS Provide high-level customer service and technical support to end-users via ticketing systems, phone, email, chat, and other communication channels.
Troubleshoot and resolve technical issues efficiently, translating complex problems into user-friendly solutions.
Accurately log, categorize, and manage support tickets, ensuring timely resolution and adherence to service-level agreements.
Assess and escalate unresolved or high-priority issues per established protocols.
Continuously evaluate and improve support strategies to ensure quality user experiences.
Manage and maintain internal knowledge bases, ticketing systems, documentation, and reference materials to optimize support efficiency.
Document internal processes, procedures, and training manuals.
Stay informed of system updates, tools, and regulatory changes to ensure resources remain current and relevant.
Manage user access to systems, addressing access issues and ensuring proper permissions through routine audits.
Apply knowledge of user access protocols, licensing agreements, and compliance requirements (e.g., FERPA, HIPAA, COPPA).
Ensure all system access adheres to regulatory standards, district policies, and institutional objectives.
Leverage advanced proficiency in Microsoft Excel and Google Suite to create, analyze, and visualize data.
Build and run data queries to generate reports that support decision-making.
Extract, clean, and consolidate data from multiple sources to ensure data integrity and usability.
Coordinate software/hardware procurement, licensing, renewals, and maintain inventory and purchasing records.
Reconcile absences and maintain accurate business records, including financials, payments, and travel details.
Produce digestible reports for diverse stakeholders, identifying trends and insights.
Communicate effectively across all organizational levels, especially when translating technical issues for non-technical staff.
Prioritize and execute tasks independently in a fast-paced environment with frequent interruptions and competing priorities.
Adapt quickly to new technologies and software using available resources.
Demonstrate confidentiality, attention to detail, flexibility, and a proactive, can-do attitude.
Maintain prompt and regular attendance.
Perform other duties as assigned by administration.
These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
OTHER JOB RESPONSIBILITIES Must have the ability to lift at least 20 pounds occasionally.
Ability to endure prolonged standing, walking, sitting, kneeling, occasional reaching above the head or the shoulders, bending, squatting.
*Classified Salary Schedule "Specialized Support Staff" Fort Smith Public Schools
Job Tags
Contract work,