Pims Client Support Specialist I

This full-time position follows a regular Monday through Friday (37.5 hours per week) work schedule with the opportunity to telework from home and/or approved off-site locations. In addition, face-to-face interaction with clients, meetings and trainings at the CSIU Main office, located in Milton, PA, may be required. Certain requirements, based upon CSIU telework policy and administrative regulations, must be met. The CSIU has the right to cancel or suspend the employee teleworking privileges at any time, for any or no reason due to the requirement of the CSIU and client needs.

JOB DEFINITION: Provide application technical support and analysis for assigned Pennsylvania Department of Education (PDE) data systems.

ORGANIZATIONAL RELATIONSHIP: Reports to the PIMS Application Support Supervisor and in their absence to the Special Projects Technology Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for technical support on Pennsylvania Information Management System (PIMS) and PAsecureID applications.

• Research and resolve Local Education Agency (LEA, i.e., school and district) and vendor inquiries as able. Consult with more senior application support staff or supervisor as necessary to provide resolution to the inquiries.

• Develop clear, concise, accurate, and well-written responses to help requests that will allow LEAs and vendors to resolve identified problems.

• Follow-up with LEAs and vendors by phone when necessary for clarification or complete resolution of request.

• Notify supervisor if an issue is beyond the scope of available support staff.

• Alert supervisor of recurring issues so that a more permanent solution to the issue may be determined.

• Become generally knowledgeable of PIMS, PAsecureID and support applications and procedures.

• Update or enter support tickets with resolution to support issues handled.

• Attend appropriate trainings as identified by PIMS Application Support Supervisor.

• Perform other duties as assigned by the PIMS Application Support Supervisor.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES: Performs other related duties as assigned by immediate supervisor or designee.

EDUCATION, EXPERIENCE AND SKILLS REQUIRED:

• An Associate's degree in computer science, computer applications, programming or related field of study with a minimum one (1) year of work experience in application support or data analysis in the field of education (preferred) or; will consider completion of minimum three (3) years post-secondary education non-degree certificate program and a minimum two (2) years' work experience in application support or data analysis in the field of education.

• Excellent verbal and written communication skills with the ability to communicate and for working effectively with LEAs and vendors.

• Excellent organizational and time management skills to prioritize the task based on project deadlines. And must be able to type accurately and maintain a high level of productivity.

• Ability to maintain composure and positive demeanor when dealing with a stressful situation, project or issue.

• Proficiency in using a personal computer and using browser-based applications. An understanding of computer programming is helpful, but not essential.

• Adept at using virtual meeting platforms such as Skype, Zoom and Microsoft Teams.

• Ability to maintain positive working relationships with staff members as communicating customer needs depends on this.

ADDITIONAL ELIGIBILITY QUALIFICATIONS:

• Current, approved Act 34 (PA State Police), Act 151 (PA Child Abuse Registry) and Act 114-FBI Fingerprint clearances are required and must be renewed at appropriate, specific intervals pursuant to Act 153 of 2014 (revised Act 15 of 2015).

• Current, approved Act 126 Mandated Reporter Training certificate showing completion of a minimum of three (3) hours training every five (5) years.

PROFESSIONAL DEVELOPMENT REQUIREMENTS: Complete professional development opportunities as recommended by the immediate supervisor or required of the position.

PHYSICAL REQUIREMENTS:

• Ability to communicate with LEAs and vendors in writing and by phone.

• Sedentary: Able to sit for extended periods of time, occasional walking, standing (as necessary) and able to lift and carry up to 25 pounds.

• Dexterity: Finger movements (computer keyboard, calculator), eye-hand coordination (office equipment, etc.).

• Audio-Visual Requirements: Within normal range with or without correction.

• Is able to move throughout all buildings, floors and grounds.

• Worksite Environment: Primarily indoors-office setting with occasional exposure to outdoor elements/climate during the day.

• Mental demands: Steady response to unpredictable situations, ability to remain calm and productive during stressful situations. Demonstrates independent judgment, discretion and is able to manage multiple projects and deadlines.

• Ability to travel to various work site locations and meetings as needed.

TIME AND SITE REQUIREMENTS:

• This is a full time, non-exempt position following a twelve (12) month work schedule. Extra hours may be required during peak workload periods but must be pre-approved by immediate supervisor.

• Position may require occasional overnight travel for training and meeting or conference attendance.

• Attendance at work is a requirement of this position; any and all absences must be approved by the immediate supervisor.

CSIU PROPERTY AND CONFIDENTIALITY REQUIREMENTS:

• All property, including intellectual property, materials, equipment or actual products and services developed or accrued as part of the job duties and responsibilities listed above, is the property of the CSIU. It may not be used for personal profit or gain and will be relinquished to the CSIU upon termination of employment from the CSIU.

• The person employed in this position shall maintain confidentiality with regard to the personal and private information about clients and coworkers, programs and services and any other proprietary information accrued as a result of CSIU employment or as required by state or federal laws and regulations.

• The person employed in this position must adhere to all requirements identified in the code of professionalism entitled "Ambassadors Are Professionals, Too" and CSIU Administrative Regulation 317-AR-1 CSIU Service Standards.

The position holder must be able to perform the essential job functions with or without reasonable accommodation. It is the responsibility of the employee to inform their supervisor and the Director of Human Resources of any and all reasonable accommodations that will be required.