Technology Customer Support Representative I (SY26-27)

Boston Public Schools•Boston, MA

1d•Hybrid

About The Position

The Technology Customer Support Representative I serves as a critical frontline resource within the Boston Public Schools Office of Technology. This role features an expanded scope that blends essential customer-facing and technical functions. The role is responsible for providing comprehensive Tier-1 support, managing high-volume interactions across both the IT Call Center and the Walk-up Service Desk. Central to this position is serving as a key support resource for the district’s Student Information System (SIS/Aspen), performing first-level triage, ticketing, and troubleshooting to advance the educational mission of the district.

Requirements

High School Diploma/GED.
3+ year of experience in customer support.
Exceptional Customer Service Skills a must, the position will require the incumbent to take/pass HDI Customer Service course in the first 90 days of employment.
Attention to detail and the ability to communicate effectively both orally and in writing.
Ability to accept direction.
Excellent oral and written communication skills.
Current authorization to work in the United States.

Nice To Haves

Associate degree or bachelor’s degree.
Proficient with Google Suite, PeopleSoft and Aspen (Follett SIS Product).
Familiarity with Boston and Boston Public Schools.

Responsibilities

Provide Tier-1 technical support via phone, ticketing systems, and the walk-up Service Desk.
Perform account triage, password resets, and manage systems access for new users.
Troubleshoot computer, network, and printing issues; reimage and deploy devices (phones, laptops, etc.).
Assist with AV setup and provide backup support for the Superintendent’s office and school committee.
Guide customers through computer deployment and answer basic district IT questions.
Provide basic user support for BPS applications.
Provide phone and online support for School Schedulers; triage or escalate SIS/Aspen tickets as needed.
Assist Senior Customer Support Representatives during peak seasons, including schedule maintenance and grade entry windows.
Process student records requests, ensuring records are accurately gathered, prepared, and delivered in a timely and consistent manner.
Collaborate on SIS documentation and knowledge base (Helpdocs) updates for users.
Process requests for SIS permissions for outside contractors through the process set in place for the Office of Data and accountability.
Process role requests for BPS school staff requiring Aspen access according to standards set by the department.
Manage K-12 report cards and transcript requests, including end-of-year collection and backup for Record Management.
Identify and resolve cross-platform connectivity issues between Aspen and third-party tools (Clever, ParentSquare, EdPlan, etc.).
Other duties as assigned.