Student Information Specialist

# Student Information System (SIS) Support Specialist

## Position: Infinite Campus Support Specialist

### Position Summary

We are seeking a collaborative and self-motivated Support Specialist to join our school district's technology team. This role focuses on providing first-line support for our Infinite Campus Student Information System, managing incoming requests through Freshservice, documenting solutions, and working closely with cross-functional teams. The ideal candidate will be an eager learner who excels at creating documentation and thrives in a collaborative environment.

### Key Responsibilities

- Serve as the first point of contact for Infinite Campus support requests from school staff and administrators

- Manage and prioritize support tickets through Freshservice, integrated with Jira for project tracking

- Create and maintain comprehensive documentation using Scribe, including:

- Step-by-step guides with screenshots

- New feature release documentation

- Custom solution workflows

- System updates and changes

- Collaborate effectively with multiple teams including:

- Data team

- Engineering team

- IT Support

- School building staff

- District administrative departments

- Triage incoming requests and route complex issues to appropriate specialized teams

- Resolve tier-1 support tickets that don't require specialized technical expertise

- Continuously expand the knowledge library with new documentation

- Monitor ticket queue to ensure timely responses and resolution within SLA guidelines

- Provide exceptional customer service through clear communication and follow-up

### Required Qualifications

- High school diploma or equivalent; Associate's degree preferred

- Strong technical aptitude and demonstrated eagerness to learn

- Excellent written and verbal communication skills

- Experience with ticket management systems (training provided for Freshservice/Jira)

- Strong problem-solving and analytical skills

- Outstanding organizational skills and attention to detail

- Experience in customer service or support role

### Preferred Qualifications

- Previous experience in K-12 education environment

- Familiarity with student information systems

- Knowledge of Infinite Campus (comprehensive training provided)

- Experience with documentation tools like Scribe

- Understanding of FERPA and student data privacy requirements

### Essential Skills

- Exceptional collaboration and team communication abilities

- Strong documentation and technical writing skills

- Ability to learn and adapt quickly to new technologies

- Excellence in prioritization and time management

- Proactive approach to problem-solving

- Patient and empathetic communication style

- Self-motivated with strong initiative

- Detail-oriented with focus on accuracy

### Working Conditions

- Full-time position, Monday through Friday

- Regular business hours

- Fast-paced environment with high volume of requests

- Office environment with extended periods at computer workstation

### Success Factors

- Strong drive for continuous learning and improvement

- Excellence in cross-functional team collaboration

- Demonstrated ability to create clear, user-friendly documentation

- Strong focus on customer satisfaction and service quality

- Excellent organizational skills and ability to prioritize effectively

- Commitment to maintaining confidentiality of sensitive information

- Ability to remain calm and professional under pressure

### Benefits

- Comprehensive health insurance

- Retirement benefits

- Paid time off

- Professional development opportunities

- School district holidays

- Training and certification support

The ideal candidate will be someone who is passionate about learning, excels at collaboration, and has strong documentation skills. This role is crucial in maintaining efficient operations of our student information system and ensuring satisfaction among all stakeholders through both direct support and knowledge base development.

Equal Opportunity Employer​​​​​​​​​​​​​​​​

Job Types: Full-time, Contract

Pay: From $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Ability to Commute:

• Cedar Rapids, IA 52405 (Required)

Ability to Relocate:

• Cedar Rapids, IA 52405: Relocate before starting work (Required)

Work Location: In person

Salary : $60,000