InterMountain ESD Helpdesk Support / Collections Specialist 1

This position can be homebased from either Pendleton or Hermiston

For a full job description and application instructions please visit our website https://www.applitrack.com/imesd/onlineapp/default.aspx?AppliTrackPostingSearch=location:"Intermountain ESD"

PRIMARY ROLE:

This is a helpdesk support position responsible for providing tier one customer helpdesk support for educators in Oregon who have questions about select Oregon Department of Education data collections business rules, data submission, error correction, audit and validation reviews.

QUALIFICATIONS:

• To perform this job successfully, an individual must be proficient in each responsibility and essential function of the position. The requirements listed below are representative of the knowledge, skill, and/or ability required. Individual will hold a valid driver’s license and have reliable, insured transportation. If selected for the position, individual will complete a pre-employment background check.

EDUCATION/CERTIFICATION/EXPERIENCE:

• High School Diploma
• Experience providing customer service support
• Experience with ODE collections and statewide summative assessments preferred

REQUIRED SKILLS:

• Follow IMESD guidelines, rules and procedures
• Maintain integrity and confidentiality
• Exhibit regular punctuality and attendance
• Manage time efficiently and effectively
• Prioritize workload to accurately meet job requirements and timelines
• Cultivate positive and professional relationships, and show sensitivity to individual differences
• Demonstrate effective communication skills
• Resolve conflict in a professional manner
• Express ability to be flexible and cooperative in varying capacities
• Maintain organization and safety in the work environment
• Learn new tasks and processes
• Maintain focus, make timely decisions and complete tasks independently

RESPONSIBLITIES and ESSENTIAL FUNCTIONS

• Act as tier one customer helpdesk support, first point of contact for select Oregon Department of Education data collections reporting.
• Maintain adept working knowledge of collection user manuals with ability to locate references in a timely manner.
• Respond to technical support requests from users by phone, e-mail and in-person utilizing ODE applications on a Virtual Private Network (VPN).
• Maintain an expert technical skill level in data collection support including business rules, reporting, resolving errors and warnings, and audit review.
• Each year, read, provide feedback and develop a working knowledge of all manuals related to collection reporting.
• Communicate effectively, in person, on the phone and via e-mail, with customers, vendors and other support service agencies' staff at all levels.
• Work as a member of a collaborative team with the InterMountain ESD, Regional ESD Partners, the Oregon Department of Education, and others as appropriate, including taking part in regular conference calls and trainings. Relying heavily and frequently on the IMESD team members for leadership, guidance and support in responding to questions, keeping in mind that AI will not be a tool used to respond to questions from schools.
• Maintain confidentiality in regard to sharing information and observing Family Educational Rights and Privacy Act (FERPA) laws.
• Provide technical helpdesk assistance to public schools, educational programs and school districts with:
• All supported ODE collections, including but not limited to: Cumulative Average Daily Membership, Class Schedule, Staff Position, Secure Student Identifier System, Instructional Unit Identifier, Unique Staff Identifier System, 9 Grade-On-Track, and Staff Assignment
• Communicating best practices, collection business rules and deadlines
• Observing Family Educational Rights and Privacy Act (FERPA), ethical test practices and sharing of data
• Accessing assessment, collection and validation data and filtering results
• Maintain a support log.
• Create, maintain, prioritize, schedule, and communicate a list of collection tasks to be completed throughout the year.
• Participate in and review and provide feedback on ODE training materials, manuals, user guides, IMESD ACA website and other communications.

Job Type: Full-time

Pay: $23.36 - $28.05 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $23 - $28