Application Support Representative (NY HELPS) 0726-0006

Deliver in-person and virtual training sessions to school district personnel on supported software platforms. Provide responsive and effective technical support via phone, email, and ticketing systems. Develop and maintain user guides, FAQs, and training materials tailored to district needs. Collaborate with software vendors and internal teams to resolve escalated issues. Track support metrics and feedback to continuously improve service delivery.

Training and Application Support

1. Provides district software training, one on one, in small or large groups for all assigned services.

2. Provides telephone support to districts in assigned applications.

3. Investigates application problems, district questions or concerns. This may include logging of problems, communication and clarification of issues with vendor support people, performing quality control testing of software fixes and enhancements, documentation of the resolution and notification to the district.

4. Assists with conversion of data during implementation of assigned applications; completes district import/export requests.

5. Reviews both converted and manually-entered district data to ensure correct output.

6. Creates detailed user documentation, choosing the appropriate software/communication tool for the task.

7. Organizes, prepares materials for user meetings; tracks workshop attendees.

8. Disseminates the most current informational material, changes in software and/or upcoming training/workshops to district users.

9. Attends local and regional vendor-sponsored user meetings, workshops and conferences.

Internal Duties

1. Exercises an ongoing membership role on the assigned team

2. Provides backup for other team members

3. Informs supervisor of deviations from approved schedules

4. Maintains strict confidentiality

5. Other duties may be assigned that are relevant to the civil service job description for this title.

$500 for Associates Degree/Accredited Training Program Certification or $1000 for Bachelors Degree or $1500 for Masters Degree or, There is no civil service examination required for this position for the duration of the NY HELPS Program. Candidates must meet the minimum civil service qualifications for a NY HELPS appointment as follows:

A) Graduation from a regionally accredited or New York State registered college or university with a Bachelor’s Degree and one (1) year of information technology experience involving delivery of technology customer service and software application support; or;

B) Graduation from a regionally accredited or New York State registered college or university with an Associate’s Degree and three (3) years of information technology experience involving delivery of technology customer service and software application support; or;

C) Graduation from high school or possession of a high school equivalency diploma and five (5) years of information technology experience involving delivery of technology customer service and software application support; or;

D) An equivalent combination of training and experience as defined by the limits of (A), (B) and (C)., * Experience in training or technical support, preferably in an educational setting

• Comfort with remote support tools and virtual training environments
• Strong communication and interpersonal skills
• Familiarity with educational software platforms and student information systems.
• Ability to manage multiple priorities and work independently.