Educational Technology Support Specialist II

Be the one who makes a difference!

At Vertex Education we are a team of high achievers, courageous leaders, and passionate believers in changing lives through education. As a purpose-led education services provider, our mission is destined to benefit many and yet it starts with just one person inspired to work together with us to make a memorable and meaningful difference for our clients, schools, students, and communities. Be the one who makes a difference—with us.

The Educational Technology Support Specialist II provides advanced support for the student information systems and learning applications used across the organization, and serves as the senior technical resource on the Educational Technology support team across platforms such as PowerSchool, Infinite Campus, Schoology, Clever, and publisher applications. This role resolves the complex, cross-system, and integration-related issues that fall outside front-line procedures, and builds the documentation and standards that allow the rest of the team to resolve more issues independently.

This position does not directly supervise Educational Technology Support Specialist I employees, but functions as their primary escalation point and informal technical coach. Because this is a newly formed team consolidating previously separate student information system and learning application support, the Specialist II plays a substantial role in establishing how the function operates — shaping intake and escalation practice, adapting existing knowledge base content to the team’s combined scope, and transitioning support responsibilities from other teams into a consistent ticket-based model.

ESSENTIAL FUNCTIONS:

Advanced Support, Escalation, and Root-Cause Resolution:

Resolve complex support issues spanning student information systems, learning applications, rostering tools, integrations, permissions, and system configuration.

Serve as the primary escalation point for Educational Technology Support Specialist I team members, determining independently whether an issue requires direct resolution, internal engineering involvement, or vendor escalation.

Diagnose and coordinate resolution of issues affecting groups of users — a campus, a grade level, a course, or an entire integration — where impact and urgency must be assessed quickly.

Perform root-cause analysis on recurring and multi-user issues, and drive resolution through configuration change, data correction, documentation, or process change.

Lead technical engagement with vendors on escalated defects, configuration questions, and service requests, including framing the issue, evaluating proposed fixes, and validating resolution.

Provide direct phone and email support on escalated or time-sensitive issues where real-time troubleshooting with the user is the fastest path to resolution.

System Administration, Configuration, and Integrations:

Administer and configure student information systems and learning applications in coordination with the Manager, Student & Family Platforms.

Troubleshoot integration and rostering failures between student information systems, learning applications, publisher platforms, and related systems, partnering with integration engineering on underlying data flow issues.

Perform and validate bulk data operations, including imports, permission reviews, and corrective updates, with appropriate safeguards and verification.

Onboard new applications and support responsibilities into the team by documenting configuration, defining support expectations, and confirming the team can sustain the work.

Knowledge Management and Team Enablement:

Own the Zendesk knowledge base — its structure, standards, accuracy, and coverage — including consolidating and adapting existing content to the team’s combined scope, with the explicit goal of increasing the share of tickets resolved at the front line.

Create and maintain user-facing documentation, job aids, process guides, and troubleshooting resources for school staff.

Coach Educational Technology Support Specialist I team members through escalation handling, technical explanation, and worked examples.

Analyze support trends and recommend documentation, configuration, workflow, or training changes that reduce recurring volume.

Cross-Functional and Seasonal Operations:

Partner with central office teams including Academics, Enrollment, Data, Assessment, and Operations to understand new support needs and translate them into supportable processes.

Lead the support team’s technical readiness for seasonal operations, including new school year setup, rollover, grading and report card cycles, and quarter close.

Contribute to the definition of service-level expectations, intake standards, escalation paths, and support reporting for the newly formed team.

Maintain confidentiality and ensure appropriate handling of student, staff, and family data in accordance with FERPA, applicable state law, and organizational requirements.

Other duties as assigned.

KNOWLEDGE, SKILLS, & ABILITIES:

Education, Certifications, and Experience:

Associate’s degree in a related field; job-related experience may substitute for education.

Three or more years providing application support, help desk support, or technical support in a ticket-based environment such as Zendesk, Jira Service Management, Freshservice, or ServiceNow.

Demonstrated experience troubleshooting complex, multi-system issues and coordinating resolution across users, vendors, and internal technical teams.

Hands-on experience administering or configuring an enterprise application, such as a student information system, learning management system, or comparable platform.

Experience documenting processes and writing knowledge base or support content used by others.

Strong written and verbal communication skills, including the ability to explain technical issues clearly to non-technical audiences.

Ability to balance hands-on ticket resolution against longer-term support improvement work.

Preferred Qualifications:

Experience supporting K-12 schools, school operations, or education technology systems.

Hands-on administration experience with PowerSchool or Infinite Campus.

Experience with Schoology, Clever, or publisher platforms, including rostering and provisioning.

Experience troubleshooting integrations, rostering feeds, or data synchronization between systems.

Experience supporting seasonal school operations such as new school year setup, grading, report cards, or quarter close.

Experience building and maintaining help center or knowledge base content in Zendesk or a comparable service desk platform.

Experience helping stand up or mature a help desk, application support, or service desk function.

Experience coaching or mentoring peers through documentation, escalation support, or knowledge sharing.

Behavioral Competencies:

Sound judgment about when to solve, when to escalate, and when to change the underlying process.

Detail-oriented, particularly with data operations that affect many users at once.

Generous with knowledge; measures success partly by what teammates can handle without help.

Composed under pressure during high-impact, time-sensitive operational periods.

Ability to multitask with time constraints and organizational/departmental goals.

Comfortable operating without a playbook, and willing to write the one that is missing.

BACKGROUND CHECKS:

The incumbent in this position will be required to pass a criminal history background check.

Must be able to obtain and hold a valid IVP Level One Fingerprint Clearance Card at all times.

PHYSICAL AND TRAVEL REQUIREMENTS / WORK ENVIRONMENT:

Travel between campuses is required from time to time.

This position may require sitting for long periods at times, talking on the phone, standing, kneeling, stooping, and long periods of concentration.

Be excited to be a part of our team