Analyst of IT, Support (New York City)

Analyst of IT, Support
New York, NY
Uncommon Schools
Uncommon Schools (Uncommon) is a nonprofit organization that starts and manages outstanding urban charter public schools that close the achievement gap and prepare students in high poverty, high need areas to graduate from college. Uncommon currently manages 52 schools serving nearly 18,000 students in six cities: Boston, New York City, Newark, Camden, Rochester, and Troy.
Who are we? We are a community of educators, families, and students united by the fierce belief that every student can graduate from college. We signed on to this mission because we believe educational inequity is an American crisis. We are a committed group of people who bring tenacity, dedication, and celebration to our work each day. We love fun, and we love focus. With the right balance, we're able to ensure that our students are prepared to get to and through college.
Position Overview
As a member of Uncommon's IT Support team, the Analyst will be the first line of support for our core technology application, in particular our student information system, PowerSchool. As the face of the Support Team, the Analyst will use a customer service mindset, critical thinking, and excellent communication skills to ensure a smooth tech experience for our school staff. The Analyst of IT, Support will report to the Senior Associate Director of IT, Support.
Essential Duties & Responsibilities
(1) Administration and Support of PowerSchool, Uncommon's Student Information System (SIS)

  • Provide responsive and courteous support to resolve PowerSchool issues raised by schools
  • Manage tickets through issue tracking system
  • Assist Senior Associate Directors in research to develop best-practice processes and systems related to PowerSchool
  • Help create training materials and conduct training for new PowerSchool users
(2) General Tier 1 Application Support
  • Provide speedy and courteous support to resolve issues on all supported applications
  • Aid Senior Associate Directors to implement and roll-out of new applications
(3) Data Systems Management
  • Support data audit work to ensure data integrity of the supported systems
  • Help Data Management & Data Analytics teams by running standard reports to facilitate analysis of student performance based on school needs
  • Develop an understanding of the structure and availability of school data
  • Work in partnership with key regional contacts to facilitate state and donor reporting
(4) Training and documentation
  • Proactively document best practice use cases for all supported applications
  • Identify training opportunities through analysis of support issues
  • Required knowledge, skills, and abilities:
    • Passionate commitment to the mission of Uncommon Schools
    • Strong customer service mindset and ability to prioritize and communicate effectively with non-technical users
    • Exceptional critical thinking skills; ability to diagnose issues, identify root causes, and implement effective solutions
    • Strong verbal and written communication skills
    • Results-oriented and committed to operational excellence
    • Ability to learn quickly and be self-directed, coupled with the ability to ask questions and request help when needed
    • Passion for learning and teaching new applications and products
    • Demonstrated excellent personal effectiveness strategies (organization, time management, and follow-up skills)
    • Driven to improve and receptive to feedback
    • Demonstrated strong attention to detail
  • Preferred knowledge, skills, and abilities:
    • Advanced Excel skills
    • Experience with a Student Information System (SIS) - training in PowerSchool will be provided if needed
    • Some experience with a help desk ticketing software (e.g. Zendesk)
    • Experience supporting technology (software or hardware)
    • Experience with Google Apps for Education
  • Minimum educational level
    • Bachelor's degree required

We offer a competitive compensation and benefits package. Aside from extensive professional development, all our staff members are equipped with a laptop computer, email, high-speed internet access, and all necessary supplies.
The foregoing information is requested for mandatory government reporting purposes only. As an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status, disability, or any other category protected by applicable law.

Please note that your application will not be saved until you click "submit" at the end of the application question set. Unfortunately, you will not be able to save your resume or answers as you go along.  Please take this into consideration. You are welcome to open the application, copy and paste the questions into a Word Document, and then copy and paste your answers into our application once they are complete. Additionally, if you leave your application before beginning the question set, you will need to upload your resume again in order to move forward with the process upon returning. Thanks in advance for the time you are taking to apply to Uncommon Schools.

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