Technology Customer Support Representative I (SY26-27)

POSITION OVERVIEW:

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.

RESPONSIBILITIES:

Tier-1 Support via Phone and Walk up Desk:

• 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.

Support SIS Aspen:

• 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:

• Other duties as assigned.

QUALIFICATIONS-REQUIRED:

• 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.

QUALIFICATIONS-PREFERRED:

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

ESSENTIAL FUNCTIONS:

• Regular and predictable attendance.
• Employee will be required to travel when needed.
• Employee will be required to host and facilitate calls using standard MS Office applications.

PHYSICAL REQUIREMENTS:

• Remain in a seated or stationary position for extended periods.
• Ability to work for extended periods of time leveraging office tools such as computers.
• Ability to work remotely in a quiet environment.
• Ability to host multi-hour conference calls.
• Ability to travel via car, plane, train, bus.

Disclaimer:?This job description should not be construed to imply that these requirements are the exclusive standards of the position. ?Incumbents will follow any other instructions, and perform any other related duties, as may be required.? The employer has the right to revise this job description at any time.? The job description is not to be construed as a contract for employment.

Your employment with BPS is at will. This means your employment is for an indefinite period of time and it is subject to termination by you or BPS with or without cause, with or without notice, and at any time. Nothing in this policy or any other policy of BPS shall be interpreted to be in conflict with or to eliminate or modify in any way, the at-will employment status of BPS employees.

BPS is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

BPS will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)