] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → TECHNICAL HELP DESK ASSISTANT, ONLINE INDIVIDUALIZE EDUCATION PROGRAM (IEP)

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Technical Help Desk Assistant, Online Individualize Education Program (IEP)

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: Tech Help Desk Assistant CODE: 5220 SQ/OQ: Optimal Qualified
WORKING TITLE: Technical Help Desk Assistant, Online Individualize Education Program (IEP) GRADE: 18 MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: Performs routine and technical or administrative tasks associated with the Online Individualized Education Program (IEP) system and supports and tracks the resolution of customers' requests for support and service. Performs related duties, as required or assigned. Receives supervision from supervisor or director. Works with Help Desk to resolve Online IEP Help Desk Tickets. Receives day-to-day assignments from the Director of the Division, Business, Fiscal, and Information Systems.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE, SKILLS, AND ABILITIES: Knowledge of personal computers, current database and software programs, including standard MCPS desktop and communication applications. Knowledge of the special education process and the Online IEP system. Ability to troubleshoot Online IEP application issues. Ability to perform well in a fast-paced environment and manage time effectively. Ability to perform routine comparisons of data and analyses of information. Ability to communicate effectively, both orally and in writing and to quickly learn new skills and technology. Must be able to demonstrate excellent interpersonal skills. Knowledge of and the ability to meet the seven core competencies of the Supporting Services Professional Growth System (SSPGS).
EDUCATION, TRAINING, AND EXPERIENCE: Associates degree required. Bachelor¿s degree preferred. Specialized training in computers and software applications. Other combinations of applicable education, training, and experience equivalent to a Bachelor¿s degree, which provides the knowledge, skills, and abilities necessary to perform effectively in the position, may be considered.
CERTIFICATE AND LICENSE REQUIREMENTS: none
PHYSICAL DEMANDS: (Special requirements such as lifting heavy objects and frequent climbing.) None
SPECIAL REQUIREMENTS: (Frequent overtime or night work required, etc.) None
OVERTIME ELIGIBLE: Yes

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

1. Answers special education procedural questions for both school and central office staff members.

2. Organizes meetings and training sessions, documents meeting notes, and tracks needed follow-ups.

3. Provides technical support to help desk specialists, application developers, and database administrators.

4. Works collaboratively with Office of Chief Technology Officer staff members on implementing online IEP upgrades and updates.
5. Regularly updates the Online IEP System to maintain accurate information.

6. Performs routine data tasks for the submission of annual state reporting files.

7. Provides staff development training on the Online IEP system.

8. Reviews, corrects, and updates existing information and communications that pertain to Help Desk support.

9. Tracks service level and organization level agreements for compliance, including closure of assigned Unicenter request tickets and other customer requests for support.

10. Provides liaison with other units and offices, as needed, to track the resolution of customers' requests for support and service as it pertains to the online IEP system.

11. As directed by help desk specialists II, makes follow-up calls to obtain detailed information from customers about their requests.

12. Performs other duties as requested or assigned.
Class Established: 7/08
Date(s) Revised: 7/15
Last Reviewed:

This description may be changed at any time.