Job Title: Business Support Specialist

Reports to:Manager or Sr. Manager, OTIS
Job Group:Non-Instructional Non-Bargaining


Job Code:5317
Salary Schedule:PG13


Responsible for working collaboratively with all departments in designing, preparing, and submitting detailed documentation of procedures and supporting the needs of end users by providing telephone assistance, creating systems for processing support, and training on the operation and use of all application software and workstation hardware.


The following statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. These statements are not intended to be construed as an exhaustive list of all duties and responsibilities required of those in this position.
  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.


Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty successfully. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.


  • 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


  • 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


  • None


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


Direct supervision of assigned personnel. Responsibilities include planning, assigning, and directing work; addressing complaints and resolving problems; training employees; evaluating performance; and interviewing, testing, hiring, and assignment of personnel. 


Light Work: Exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated as Light Work.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is required to sit, talk and hear; stand and walk; use hands to finger, handle, or feel; reach with hands and arms. Specific vision ability required by this job includes close vision, distance vision, and the ability to adjust focus.


Indoors and Outdoors: The worker is subject to both environmental conditions. Activities occur inside and outside.


General office equipment, including personal computers, fax machines, copiers, telephones, etc.


Salary and benefits shall be paid consistent with the District’s approved compensation plan. Length of the work year and hours of employment shall be established by the District.

Performance of the job will be evaluated in accordance with provisions of the School Board’s policy on evaluation of personnel.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Pasco County Schools will provide reasonable accommodations to qualified individuals with disabilities to allow them to perform the essential functions of the job when such individuals request an accommodation.

Business Support Specialist;   EST: August 4, 2015 ;   REV: November 8, 2022;   Board Approved: November 8, 2022