Fort Smith Public Schools
Software Support Specialist
Fort Smith Public Schools - Fort Smith
Work at Fort Smith Public Schools
Overview
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Overview
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
OTHER JOB RESPONSIBILITIES
*Classified Salary Schedule "Specialized Support Staff"
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.
- We will always put student needs first.
- We believe relationships matter.
- We expect accountability.
- We operate with transparency.
- We prioritize student and staff safety.
- 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.
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"