Software Support Analyst I

$81,848 - $92,186/Yr

Northwest Educational Service District 189 - Everett, WA

Full-time - Entry Level

Everett, WA

Professional, Scientific, and Technical Services

About the position

The Software Support Analyst I position at Northwest Educational Service District focuses on providing entry-level support for the Skyward software applications used by educational institutions. The role emphasizes effective communication and relationship-building to enhance customer experience, troubleshoot software issues, and assist clients in utilizing the software effectively. The Analyst will work closely with clients to resolve problems, develop documentation, and support product development efforts.

Responsibilities

• Troubleshoots basic to moderately complex software application problems through active listening and inquiry.
• Coordinates and communicates problem resolution with all appropriate parties.
• Applies knowledge of the Skyward Student or Business software.
• Analyzes, identifies, and assists clients in reporting and resolving software issues.
• Develops checklists for typical problems.
• Facilitates the resolution of basic development and implementation issues between the client and WSIPC.
• Evaluates the client's description of the problem and duplicates the situation for testing.
• Manages interactions with school district end users using a Request Tracking system.
• Contributes to and may author documentation or other learning materials for district clients.
• Works in a team setting, sharing information and assisting others with customer support.

Requirements

• Associate's Degree in Education, Accounting, Business, Information Systems, Computer Science or related field.
• Experience working in an educational environment is highly preferred.
• Ability to build sustainable relationships of trust through open communication.
• Ability to communicate effectively in person, in writing, and over the phone.
• Ability to support customers in their use of software applications via phone or electronic media.
• Ability to utilize effective time management skills.
• Ability to gather, analyze, and present information clearly and concisely.
• Excellent attention to detail and analytical skills.
• Demonstrated excellent writing skills.

Nice-to-haves

• Working knowledge of Windows, Mac, or current operating systems.
• Familiarity with Microsoft Office Tools including Excel, Word, and Outlook.
• Experience with relational databases.
• Knowledge of Skyward School Management Software.

Benefits

• Medical Insurance
• Dental and Vision insurance with 100% paid premiums for employee and eligible dependents
• Annual Paid Leave (20-25 Vacation days, 12 Sick days, 1 Floating Holiday, 13 observed Holidays)
• Bereavement Leave
• Jury Duty Leave
• Tuition Reimbursement
• Long Term Disability
• Basic Life Insurance
• WA State Dept. of Retirement Systems Membership
• Deferred Compensation Program (DCP)
• Flexible Spending Accounts for medical and dependent care
• Voluntary Employees' Benefits Association (VEBA) participation
• Employee Assistance Program
• Professional Development opportunities