Software Support Specialist I

ROCKFORD PUBLIC SCHOOL DISTRICT #205
Job Description 
 
Job Title: Software Support Specialist I
 
                                                                                                                                          
Job Code: 5435
Department: Technology Services
Supervisor: Software Support Supervisor
Date: July 29, 2021
FLSA Status: Non-Exempt
Grade: 23
Compensation: $20.15 - 30.23 per hour
                                                                                                                                          
 
PURPOSE OF THE POSITION: Under the general direction of the Software Support Supervisor, serves as primary point of contact for help desk, technical/procedural support, and problem resolution to users in schools and departments using student information, special education, financial and human resources software systems.
 
SUPERVISORY RESPONSIBILITIES: None
 
DUTIES AND RESPONSIBILITIES:  The requirements listed below are representative of the knowledge, skill, and/or ability required. In addition to the requirements listed below, regular attendance is an essential function of this position.
 

1. Ensures that all actions are in concert with the Board policies as well as the mission statement, beliefs, objectives, and parameters found in the Board's strategic plan.
2. Participates in job training and professional growth opportunities in order to enhance ability to perform the essential functions of the job.
3. Performs other related duties as assigned for the purpose of ensuring an efficient and effective work environment.
4. Coordinates the resolution of user support issues in regard to student information, special education, financial and human resources software systems.
5. Generates specialized and enterprise-wide reports using advanced query programs.
6. Provides systems and program test plans, prepares and/or obtains test data, assists in conducting programs and systems testing; evaluates test results and assists in debugging systems and programs; executes plans that encompass isolated or system-wide requirements for continual version upgrades and revisions, as required.
7. Responds to calls for technical assistance and guides users through corrective procedures.
8. Works collaboratively with Financial Services and Human Resources to implement and support applications and training
9. Analyzes, reviews, and assists in rewriting programs to increase operating efficiency or to adapt program to new requirements
10. Receives telephone calls from users having problems using computer software and hardware or inquiring how to use specific applications
11. Performs problem analysis and problem resolution tracking.
12. Prepares and maintains logs of user support calls.

QUALIFICATIONS: Two (2) years of college or equivalent (i.e. technical school), including courses in computer applications and/or networking; plus two (2) years of professional computer experience, including word processing, database, and spreadsheet applications; peripheral device installations; end-user training and/or support.
 
KNOWLEDGE, SKILLS AND ABILITIES:

1. Ability to demonstrate qualities aligned to our core values of Character, Communication, Collaboration and Continuous Improvement.
2. Demonstrated knowledge of Microsoft Office software packages
3. Excellent telephone communication skills
4. Excellent organizational skills
5. Ability to function as a team member in a department
6. Ability to work with diverse responsibilities and be flexible

A comprehensive benefits package including: 

• Medical, dental, vision, life and disability insurance
• Voluntary life insurance
• Paid Sick and Personal time
• Paid holidays
• Paid vacation
• Membership in the Illinois Municipal Retirement Fund (IMRF) or Teachers' Retirement System (TRS)
• Optional 403(b) plan
• Employee assistance program (EAP)

WORK CALENDAR: 12 Months
 
WORKING CONDITIONS:  Moderate in-district travel as well as intermittent in-state and out-of-state travel.  Intermittent prolonged and irregular hours of work.
 
OTHER:
This job description describes duties and responsibilities which are representative of the nature and level of work assigned to the position. The identified duties and responsibilities are intended only as illustrations of the various types of work that may be