Information Systems Help Desk Coordinator

Description Opening Date:  October 15, 2009

Closing Date:  December 18, 2009

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 students.

Position Overview
The Office of Data and Accountability (ODA) exists to support teachers, principals and district leaders in their efforts to accelerate student achievement in schools. We provide reliable, timely information to teachers, principals, administrators, parents and students, and we help them use it appropriately. We work hard to be clear about our data, our research and evaluation, and our expectations for ourselves and others. We take on big challenges, explore and assess all the options, and develop and implement practical solutions. We value and support the continued professional growth of ODA staff and others by encouraging continuing learning through individual growth plans, quality training, mentoring and a collaborative work style.

This role is responsible for providing telephone support to end-user community for Student Information System questions, and use. This role provides resolutions on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of problem. If s/he is unable to diagnose problem and/or problem requires physical interaction with end user, s/hewill escalate to Tier II support. Role will also open, track, close and troubleshoot tickets. Ensures problem ownership and promotes end-user satisfaction.The Helpdesk Specialist reports to the Deputy Chief of Data Systems.

Responsibilities

• Coordinates or implements several small or medium-sized projects, or components of a larger project
• Determines nature of obstacles and best DCPS staff to resolve, tracks and follows up until issue is resolved
• Schedules and coordinates program-related meetings, conferences, appointments and logistics
• Coordinates and follows up on logistics of staffing and funding projects, working with HR, budget, and procurement
• Builds relationships and liaises with various internal departments to drive collaboration and project success
• 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
• Reviews and reports on the ratio of calls taken to tickets opened and will provide recommendations and solutions for business process improvements.
• Supports and carries out the Chancellor’s mission to transform DC Public Schools and close the achievement gap
• Performs other related duties as assigned

Requirements

• College degree required, preferably in Computer Science. 
• Must have a wide range of skills and knowledge in computer software and an understanding for network applications. 
• Requires experience in the set-up, configuration, use, and trouble shooting of computers. 
• Experience with automated help desk management systems desired. 
• Experience with Student Information Systems a big plus. 
• Previous exposure to or experience in the education sector preferred.

 

Additional Desired Characteristics

• Commitment to Equity: Passionate about closing the achievement gap and ensuring that every child, regardless of background or circumstance, receives an excellent education
• Leadership: Coaches, mentors, and challenges others to excel despite obstacles and challenging situations.
• Focus on Data-Driven Results: Relentlessly pursues the improvement of central office performance and school leadership, instruction, and operations, and is driven by a desire to produce quantifiable student achievement gains.
• Innovative Problem-Solving: Approaches work with a sense of possibility and sees challenges as opportunities for creative problem solving; takes initiative to explore issues and find potential innovative solutions.
• Adaptability: Excels in constantly changing environments and adapts flexibly in shifting projects or priorities to meet the needs of a dynamic transformation effort; comfortable with ambiguity and non-routine situations.
• Teamwork: Increases the effectiveness of surrounding teams through collaboration, constant learning and supporting others; sensitive to diversity in all its forms; respects and is committed to learning from others
• Dependability: Does whatever it takes to consistently deliver with high quality under tight deadlines; successfully manages own projects through strong organization, detailed workplans, and balancing of multiple priorities.
• Communication and Customer Service Skills: Communicates clearly and compellingly with diverse stakeholders in both oral and written forms; anticipates and responds to customer needs in a high-quality and courteous manner. ~cb~

Educational Requirements
Bachelor's degree required.

How To Apply
Please email a current resume and cover letter citing vacancy announcement 09-ODA-204 to [Click Here to Email Your Resumé]. For additional vacancies, visit the DCPS homepage at www.dcps.dc.gov.

Notice of Non-Discrimination. In 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 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. The following office has been designated to handle inquiries regarding non-discrimination policies: Equal Employment Opportunity Unit, District of Columbia Public Schools, 825 N. Capitol Street, NE, Washington, DC 20002, (202) 442-5424.