Madison, WI - IT - DPI - Information Technology - Help Desk III

Job#: 3028601

Job Description:

Position Summary

The goal of this position is to increase support to Wisconsin's schools/districts for state reporting tasks as well as provide training and presentations related to several data applications. This position performs direct WISEdata customer support services for schools and districts (LEAs) clients by responding to CRM cases (or "tickets"), email, and telephone requests for support. The position will document, track, and monitor support requests to ensure a timely resolution. In the course of their daily work, the position follows the Customer Service Framework, as well as standards and processes for effective customer service practices. This position will serve as the primary trainer for training sessions/videos, demonstrations, conferences, and workshops held by the Customer Services team or in conjunction with external stakeholders.

Goals and Work Activities

60% Customer Service Help Desk Support

1. Serve as a customer service contact for schools and districts in Wisconsin.

2. Create, oversee and monitor requests, incidents and problem resolution using user

support "ticketing" software.

3. Assist WISEdata product owner in identifying state reporting process improvements

through business process analysis.

4. Monitor and support school/district reporting progress.

a. Contact school districts when assistance may be needed.

5. Provide on-site or virtual training when appropriate.

6. Work with school districts on their data submissions to WISEdata.

7. Work with school districts to help them understand how to use WISEdata and

WISEdash for data reviews.

8. Help to ensure that data issues and errors are being resolved.

9. Monitor the health of the data for districts using the WISEdata portal and WISEdash.

10. Review data quality reports leading up to the data snapshot.

35% Customer Service Training

1. Interact with internal and external customers.

2. Collaborate with Technical Writer to maintain customer support documentation and

contribute to statewide documentation such as FAQs and service desk tools.

3. Create training videos and/or tutorials.

4. Attend virtual or in-person conferences and workshops to present on WISE topics.

5. Advise management on situations that may require additional client support or

escalation.

6. Maintain up-to-date training materials and strive to improve customer

understanding.

5% Professional Development and Other Tasks as Assigned

1. Keep abreast of updates to applications and procedures.

2. Participate in appropriate professional learning courses.

3. Participate in meetings and training, including those associated to vendor user

groups.

4. Maintain awareness of operating procedures and environment of the team.

5. Other duties as assigned.

Knowledge, Skills, and Abilities

1. Knowledge of methods for gathering and understanding customer needs.

2. Ability to maintain positive and courteous interactions with customers.

3. Ability to make thoughtful, expeditious decisions in complex situations.

4. Ability to interpret business logic and communicate technical requirements.

5. Effective oral and written communication skills.

6. Ability to work effectively in a team environment.

7. Self-motivated with the ability to work independently.

8. Ability to complete data health checks for the districts using visualizations and

download files.

9. Ability to use productivity tool applications including Microsoft Office, Microsoft

Dynamics CRM (Customer Relationship Management) ticketing system and Google Apps.

10. Ability to travel by car to meetings outside of the Madison area.

*Nice to Have: Knowledge of student information system (SIS) software used within

Wisconsin. Knowledge of DPI applications including WISEdata Portal, WISEid, WISEdash

and Ed-Fi Credential Application.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.