Help Desk Specialist - SIS Trainer

Position Type : Classified / Technology

Date Posted : 9 / 29 / 2025

Location : Educational Service Center

Closing Date : 10 / 17 / 2025

Hours per Day : 8 hours

Days of the Week : Monday, Tuesday, Wednesday, Thursday, Friday

Shift Times : 8 : 00-4 : 30

POSITION SUMMARY

This position is responsible for providing direct training for the District's student information system (SIS) user group. In addition, the Help Desk Specialist – SIS Trainer will provide problem-solving support to users, in conjunction with the Help Desk Specialist – SIS Support. This staff person must maintain supportive and professional relationships with Information Technology Services Department team members, schools, administrators, parents, and students.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develop and maintain an Expert level of knowledge for all SIS relevant computer applications (currently Synergy). These applications include complex databases of substantial size used to support the District's administrative and student management operations.
• Provide back up support for the Help Desk Specialist – SIS Support. Which includes providing back up Information Technology Services Department Help Desk support coverage (answering phones, greeting visitors to the Department, etc.)
• Respond to customers promptly, in a calm and professional demeanor, providing immediate solutions when available or by routing requests for assistance to other Information Technology Services Specialists or support staff, as necessary.
• Respond directly to training requests forwarded from customers of Information Technology Services Department Help Desk, by making available formal courses of training as well as just-in-time support as needed.
• Initially prepare and regularly revise Information Technology Services training and informational documents.
• Analyze trends in requests for assistance to contribute to the development of well-targeted Information Technology Services training programs. Monitor Help Desk SIS support related requests to recognize duplicate requests or situations that would warrant additional user training.
• Regularly provide SIS customers with timely informational documents that are used for supplementing training experiences and serving as reference tools.
• Facilitate regular user group meetings, to encourage dialog and mutual support among "job-alikes," with the purpose of identifying areas of need and providing a venue for delivering just-in-time training, and to respond to questions and concerns regarding new features and ongoing operational needs of the SIS system.
• Maintain and organize accurately detailed records of SIS training support needs for topics covered during training sessions and user group meetings, to include, but not limited to, informational and instructional content delivered and attendees of such gatherings.
• Act in conjunction with the Help Desk Specialist – SIS Support as the primary liaison between District Staff and the Information Technology Services Department Database Administrator in troubleshooting system casualty scenarios.
• Support the setup and maintenance of the student information system lookup table configurations, audit trail, district-defined fields and screens.
• Perform quality assurance checks and also test the functionality of enhancements and modifications to the SIS system, with the goal of identifying configuration needs and resolving issues that prevent implementation of such changes into a production environment.
• Maintain comprehensive knowledge of the SIS database schema to include column and table interrelationships.
• Maintain sufficient relational database understanding to be able to communicate customer needs to the Database Administrator regarding report queries and systematic data changes needed, as identified by analysis of a given dataset. Additional Synergy business object knowledge preferred.
• In conjunction with the Database Administrator, validates accuracy of the annual student data "roll-over."
• Respond to large-scale internal and external requests for student records and data validation.
• Serve as a participating member of and as District representative for various student information system related committees and user groups.
• Maintain confidentiality, including keeping passwords and other system security features confidential.

OTHER RESPONSIBILITIES

The preceding list of responsibilities is not exhaustive and may be supplemented as necessary.

REQUIRED QUALIFICATIONS

Education and Experience

Associate's Degree in Computer Technology or Business Technology.

Two years' experience working in a Help Desk or customer service environment.

ADDITIONAL REQUIREMENTS

Work scheduled hours on a consistent basis

PREFERRED QUALIFICATIONS

Bachelor's Degree in a related field may be substituted for the Associate's Degree requirement.

CONDITION OF EMPLOYMENT

Criminal background clearance

KNOWLEDGE OF

ABILITY TO

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES RELATED TO CULTURAL COMPETENCE AND EQUITY

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee will constantly stand and walk, bend neck and back, use hands for repetitive grasping and pushing / pulling. The employee is frequently required to squat, kneel, and use hands for fine manipulation. The employee will occasionally be required to sit, climb stairs / ladder, lift and reach overhead, crawl, and lift / carry. The employee must constantly lift / carry up to 5 pounds and must frequently lift / carry up to 10 pounds. The employee will occasionally lift / carry a maximum of 20 lbs. The employee is occasionally required to push / pull a maximum weight of 100 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in indoor conditions and regularly works near video display. The noise level in the work environment is usually moderate. The position constantly deals with frequent interruptions, demanding deadlines, and occasionally deals with angry and distraught employees, students and community members.

WORK SCHEDULE

This position typically works, Monday through Friday, 260 days per year

REPORTING RELATIONSHIP

Position reports to and is evaluated by the Director ITS, Support Services

REPRESENTATION

Federal Way Professional Technical Employees Association

LEVEL OF COMPENSATION

Level D on the Prof-Tech Salary Schedule

CLASSIFICATION HISTORY

Update 07 / 2015

Disclaimer

The preceding list is not exhaustive and may be supplemented as necessary. The statements contained herein reflect general details as necessary to describe the principal functions of this job, the scope of responsibility and the level of knowledge and skills typically required, but should not be considered an all-inclusive listing of work requirements, skills or duties so classified. All personnel may be required to perform duties outside their normal responsibilities from time to time as needed.

All employment open positions are made available on a nondiscriminatory basis without regard to race, color, creed, religion, sexual orientation, national origin, gender, age, disability or veteran status.

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