Job ID: TN-59854 (92790127)
Hybrid/Local Helpdesk Analyst/BA with L1, issue resolution, incident tracking system, and support experience
Location: Nashville, TN DOE
Duration: 12 months
Communication skills both verbal and written Proficient (4-6 Years)No
Learning ability No
Team work Novice (1-3 Years) No
Provides first level contact and issue resolution for data submission errors for the State’s Education Information System (EIS) and State Applications.
The position involves responding to questions and issues as reported by multiple application users, learning the established procedures for support, and recording issues on an incident tracking system in a timely manner. Response to these issues includes troubleshooting the incident cause and resolution or escalation. The employee will work with the manager and project team to discuss trends, documentation, and improvements necessary to improve support. The employee will work relatively independently with users. The employee must learn the Department’s Educational Information System and the five integrated student information systems that the districts in Tennessee use for their data collection.
Key competencies include excellent verbal and written communication skills, as well as, outstanding customer service skills. The position is primarily remote, but will require a quarterly meeting in the Nashville office.