1. Oversee operations of District Help Desk systems and provide direction to and supervise assigned personnel, assist in annual performance evaluations, and make recommendations for appropriate employment actions. 
2. Coordinate the effective resolution of and troubleshoot end user requests for support or service, utilizing technical staff as needed.
3. Design technical support documentation and provide training and oversight of level 1 support teams within the Office for Technology and Information Services. 
4. Analyze support requests received through the District Help Desk system to determine areas of training shortfalls. 
5. Analyze support documentation and develop programs, processes, and training to increase end user engagement, training opportunities and effectiveness. 
6. Provide continuous support of end user daily processing and reporting requirements by coordinating and scheduling required central site processing support.
7. Design, coordinate and conduct group and individual training classes throughout the district in the use of application software and hardware operations. 
8. Coordinate and schedule trainings and/or meetings as needed, including district-wide meetings for data entry personnel, administrative staff, and specialists as they relate to Full Time Equivalent (FTE) processing, end-of-year processing, new-year transitions, and new applications.
9. Manage security protocols and access to application systems. 
10. Review and assign application system security based on established job class parameters.
11. Conduct annual application system security audits. 
12. Document workflows and application systems procedures for distribution to end user staff.
13. Design and implement forms and specifications for reports and procedures.
14. Coordinate the processing and use of the Florida Automated System for Transferring Electronic Records (FASTER) system for reporting at district and state levels.
15. Write and prepare memorandums to district staff and management as necessary in support of systems operations and procedures.
16. Assist with the design and specifications of system implementations. 
17. Assist in the coordination and design of activities for the implementation of new/updated federal, state, and local district reporting requirements with all levels of district staff and management.
18. Assist in the correction or entering of data as required.
19. Perform other duties as assigned.

• Working knowledge of software systems and workstation hardware configurations
• Ability to understand federal, state, and local district reporting requirements, regulations, and procedures
• Ability to communicate effectively with a variety of audiences, orally and in writing, including electronic media
• Operating knowledge of computer programs, including email, word processing, spreadsheets, and databases 
• Excellent time management skills and ability to organize, prioritize, manage, and carry out duties efficiently and within established timeframes
• Ability to establish and maintain collaborative working relationships with all stakeholders 

• Associate's degree from an accredited institution in the field of Information Systems, Technology, or related field 
• Two years' experience of help desk, data processing, data entry or related experience

        OR

• Any equivalent combination of education and experience which provides the required knowledge, skills, and abilities to perform the essential duties and responsibilities of the position

• Bachelor's degree from an accredited institution in the field of Information Technology, or related field
• Four years' experience of writing procedures, providing trainings, and overseeing implementation of new procedures and processes