Educational Technology Support Specialist I

Vertex Education•Chandler, AZ

4d•Hybrid

About The Position

The Educational Technology Support Specialist I provides front-line support for the student information systems and learning applications that schools, staff, students, and families rely on every day. Requests arrive primarily through a shared Zendesk ticket queue, with phone and email support also available to school staff who need it. This role resolves access, rostering, configuration, and general system questions across platforms such as PowerSchool, Infinite Campus, Schoology, Clever, and publisher applications, and escalates issues that fall outside established procedures. This is a newly formed team that consolidates support for student information systems and learning applications into a single service function. The Specialist I works from documented procedures and established playbooks, and is expected to build working knowledge across both domains rather than specializing in one. Success in this role looks like tickets resolved quickly and clearly, users who understand what happened and why, and documentation that makes the next occurrence easier to solve.

Requirements

Associate’s degree in a related field; job-related experience may substitute for education.
One or more years providing customer service, help desk, technical support, or application support in a ticket-based environment such as Zendesk, Jira Service Management, Freshservice, or ServiceNow.
Demonstrated ability to learn new systems and platforms quickly.
Strong written and verbal communication skills, including the ability to explain technical information to non-technical users.
Ability to manage multiple concurrent requests and prioritize appropriately during peak operational periods.
Must be able to obtain and hold a valid IVP Level One Fingerprint Clearance Card at all times.

Nice To Haves

Experience supporting K-12 schools, school operations, or education technology systems.
Experience with a student information system such as PowerSchool or Infinite Campus.
Experience with a learning management system or learning application such as Schoology, Clever, or a publisher platform.
Hands-on experience with Zendesk, including macros, views, and help center content.
Familiarity with CSV imports, rostering, standard reporting, or application administration.
Experience creating documentation, knowledge base articles, or user support materials.
Customer-service oriented, with patience for users working under time pressure.
Detail-oriented and thorough in documentation and follow-through.
Self-motivated and eager to grow across unfamiliar systems.
Collaborative — shares what they learn rather than holding it individually.
Ability to multitask with time constraints and organizational/departmental goals.
Comfortable with ambiguity and with helping build a function that does not yet exist.

Responsibilities

Respond to and resolve tickets in Zendesk from school-based staff, central office users, and other stakeholders within established service-level expectations.
Diagnose and resolve common issues across student information systems and learning applications, including user access, permissions, and general system use.
Gather complete information at intake — affected users, systems, timing, and steps to reproduce — so issues can be resolved or escalated without repeated back-and-forth.
Provide support by phone and email in addition to the ticket queue, walking users through the problem-solving process in real time and documenting the resulting ticket.
Communicate status, resolution, and next steps to users in plain, non-technical language.
Own assigned tickets through resolution, including follow-up and confirmation with the requester.
Apply consistent categorization, tagging, and macros in Zendesk so that support reporting and trend analysis stay accurate.
Assist users with common workflows and configuration questions across PowerSchool, Infinite Campus, Schoology, Clever, publisher applications, and related platforms.
Perform routine application administration tasks, including account setup, permission assignment, and application access provisioning.
Support CSV imports, roster corrections, standard reporting requests, and routine data review under established procedures.
Handle student, staff, and family data in accordance with FERPA, applicable state law, and organizational data privacy requirements.
Recognize when an issue falls outside documented procedures and escalate promptly to the Educational Technology Support Specialist II, the Manager, Student & Family Platforms, or internal technical teams.
Open and manage vendor support cases, including documenting the issue clearly, tracking progress, and relaying updates to affected users.
Retain ownership of escalated tickets, keeping users informed while others work the underlying issue.
Create and maintain user-facing job aids, help center articles, and troubleshooting guides for common issues and workflows in the Zendesk knowledge base.
Support recurring school operations including quarter close, grading, report cards, and new school year setup.
Identify recurring issues and support trends, and raise them to the team so they can be addressed through documentation or process change.
Build and maintain working knowledge across both student information systems and learning applications.
Other duties as assigned.