IT Support Specialist
Description
Catapult Learning, a division of FullBloom, provides evidence-based intervention, specialized services, and professional learning solutions for public and non-public K-12 schools. We dedicate our careers to improving outcomes for students who have not found success in the traditional classroom. Our team of over 4,000 educators are driven by a common purpose: to positively impact the educational, behavioral, and social and emotional welfare of every child with whom we engage. Our purpose drives our performance and we are looking for individuals who want to make an impact. Come explore a career with Catapult Learning.
Job Summary:
The Technology Specialist is responsible for providing high quality technology support services to Catapult Learning customers and staff. The Technology Specialist must develop expert understanding of all products to provide necessary support and fully understand the impact of the services they provide.
Main Responsibilities:
Technical Support: Incident/Problem Management:
· Provide outstanding technical support to Catapult Learning’s customers and staff.
· Perform analysis of complex application issues and work closely with IT support groups, as required, to resolve identified issues.
· Provide timely and efficient responses to customer inquiries and escalate within Technology Department when necessary.
· Troubleshoot issues working directly with the customer/staff on identified product implementations and/or deployments.
· Document solutions to problems and support the development of end user materials.
Customer Service:
· Adhere to Catapult Learnings Service Desk policies ensuring users receive quality service and technical support on a consistent basis.
· Become expert user of Freshdesk, Catapult Learnings Service Desk ticket management system.
· Understand the Service Level Agreement (SLA) commitments and provide customer support in accordance with documented guidelines.
· Proactively monitor ticket queue for compliance to Technology Service Level Agreement (SLA) and take ownership/adjust service delivery as needed to meet SLA.
· Document all customer contact in Freshdesk in accordance with the Service Desk guidelines.
Assist in Implementing Technology Initiatives:
· Assist in the implementation of Catapult Learning’s technology vision. Assist in the migration and/or upgrades of new systems as needed.
Professional Development:
· Become an expert user of Catapult Learning’s software and hardware solutions. Assist end-users in problem-solving technical issues and provide end-user’s training as needed.
Implementation:
· Oversee all aspects of software implementation and related processes and work across multiple teams to successfully coordinate and complete each implementation.
· Coordinate (via phone and email) of data imports, software set up and user training.
· Provide timely and efficient responses during onboarding for end users, internal and external.
Key Relationships:
· Internal: Partner with and support the Instruction, Operations and Professional Development department.
· External: Supporting the schools, families, and students in the communities we serve remotely (code 1, 2, and 9). Collaborate with school staff to provide quality remote support services.
Key Behavioral Competencies:
· Follows relevant work procedures in line with defined internal and external standards given by the Manager
· Demonstrates awareness of other teams and the role they play within the school‘s community and Catapult Learning
· Consistently delivers on agreed goals and tasks and can be relied upon to meet or exceed expectations
· Identifies and communicates when a decision needs to be made
· Identifies all steps necessary to achieve results and consistently follows these steps
· Takes proactive action to develop/maintain relationships that are impacted by change and ensure that others are assisted in dealing with change
· Brings ideas for service delivery improvements to the attention of others and pursues these ideas through to resolution or completion
· Sources and listens to all points of view and respects differing opinions when developing solutions
· Diligently adheres to policies set by Catapult Learning
· Speaks to all members of the school with friendliness, respect and in manner that is easily understood
Qualifications:
· Two-year technical degree or equivalent experience/certifications required
· BS/BA in a technical field desired
· Minimum 2-year prior experience in customer service and/or providing user support
· Experience providing hardware/software support to remote users
· Experience with remote desktop support tools (TeamViewer, VNC, LanDesk, Zoom, etc.)
· Excellent communication skills – able to understand complex customer needs and to explain resolution to technical issues to helpdesk staff and customers in a simple manner
· Self-driven learner with exceptional problem solving/troubleshooting skills
· Experience with Online assessments, eLearning, and Student Information Systems (SIS/LMS) applications desired
An Equal Opportunity Employer
It is the policy of Catapult Learning to provide educational and employment opportunities without regard to race, color, religion, creed, national origin, alienage and citizen status, age, marital status, disability, prior record of arrest or conviction (except as provided by law), sexual orientation, gender (sex), and to maintain an environment free of discriminatory harassment, including sexual harassment, or retaliation as required by civil rights law.
About FullBloom:
FullBloom provides education and behavioral health solutions for children and their families, leading to better life outcomes, regardless of the learning obstacles and other challenges they face. The company’s team of over 5,000 education and healthcare professionals work to achieve measurable and sustained academic and behavioral gains through evidence-based programs that include specialized education, Applied Behavior Analysis (ABA) therapies, intervention services, and professional development. Founded in 1976 and headquartered in Camden, New Jersey, FullBloom supports tens of thousands of children and families, over 500 school districts, and more than 25,000 teachers annually through its three operating divisions – Catapult Learning, Specialized Education Services, Inc (SESI), and Little Leaves. www.fullbloom.org