Support Analyst, Ed Tech Applications

KIPP Texas Public Schools

Dallas (TX)

On-site

USD 50,000 - 70,000

Full time

14 days+

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Benefits offered by this job

Medical, dental, and vision options

Life insurance and disability plans

Job summary

A prominent educational organization in Dallas is seeking a Support Analyst for Ed Tech Applications to oversee and maintain various educational technology solutions. This full-time role will involve technical leadership, documentation, and customer service. Ideal candidates should have at least two years of experience in IT/application support and demonstrate strong planning and organizational skills. Join a mission-driven community committed to educational excellence.

Qualifications

Ability to communicate with all levels within the organization.
Experience working with academic/business groups.

Responsibilities

Serve as the technical lead for ed tech applications.
Document system requirements and training materials.
Resolve application-related issues effectively.

Skills

Ability to perform effectively in a dynamic environment

Excellent planning and organizational skills

Customer-focused and goal-oriented

Skilled in IT problem diagnosis and resolution

Experience writing technical documents

Education

Two or more years of professional experience in IT or application support

Experience in a school district, non-profit or government agency

Tools

Certifications in educational technology platforms

Job description

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Company Description

About KIPP Texas

KIPP Texas Public Schools is a network of 54 public charter, open-enrollment, pre-k-12 schools educating nearly 32,000 students across Austin, Dallas-Ft. Worth, Houston, and San Antonio. Together with families and communities, our mission is to create joyful, academically excellent schools that prepare students with the skills and confidence to pursue the paths they choose —college, career, and beyond—so they can lead fulfilling lives and build a more fair world.

Founded in Houston in 1994 and operating as KIPP Texas since 2018, we are looking to hire a diverse team of dynamic, collaborative, and dedicated individuals with an unyielding belief that every child will succeed. Join a Team and Family with an unwavering commitment to creating classrooms, offices, and communities rooted in belongingness, academic success and joy. If you are passionate about joining a mission and values-driven community who wants every child to want to run to school, the KIPP Texas Team and Family is for you!

KIPP Public Schools is a national network of public charter schools that prepares students with the skills and confidence to create the future they want for themselves, their communities, and us all. We are a network of 278 schools with nearly 16,500 educators and 190,000 students and alumni.

Job Description

The Opportunity: The Support Analyst, Ed Tech Applications reports to the KTX Manager, Ed Tech Applications. The Support Analyst is responsible for supporting and maintaining a variety of ed tech data and application solutions. In addition, this role is responsible for a wide array of ed tech support tasks, including but not limited to: assisting departments in the onboarding and set-up of new ed tech applications, configuring new and existing ed tech applications, documenting systems, interacting with software vendors, providing end-user support, training, and day-to-day system maintenance.

Key Responsibilities

Serves as technical lead for the implementation of assigned business or ed tech applications; including: successful planning, development, implementation, and support.
Documents system requirements, policies and procedures, training materials and communication plans related to new implementations.
Develops working knowledge of existing ed tech applications and business processes in order to provide support to internal customers with a strong focus on high quality customer service and satisfaction.
Acts as technical liaison with ed tech application vendors to ensure application-related issues and problems are resolved in a timely and professional manner.
Defines potential improvements to resolve errors, prevent recurrence of problems, or improve system reliability.
Undertakes knowledge management activities: identifying, controlling and storing any pertinent information, and maintaining knowledge items to ensure that they are current, relevant and valid.
Builds a collaborative relationship with departments, faculty, school leaders, and other key stakeholders.
Prioritizes and schedules assigned support activities and tasks.
Completes special projects or tasks assigned by the manager.

Service Delivery

Adheres to IT application standards, metrics, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), documentation, communications, and training.
Evaluates and interprets requirements of key academic & business stakeholders and ed tech application users to develop and implement solutions.
Resolves ed tech application-related issues, service requests and problems in a timely and efficient manner.
Provides timely communication to users on the status of their service requests and incidents.
Provides progress reporting for all assigned projects including estimates, risk analysis, and time spent.

Qualifications

Skills

Ability to perform effectively in a dynamic and complex operating environment. Strong work ethic coupled with an enthusiastic and passionate attitude to support our mission
Excellent planning and organizational skills and demonstrated ability to manage multiple competing priorities and assignments.
Customer-focused and goal-oriented with keen attention to detail
Skilled in IT problem diagnosis and resolution.
Ability to communicate with all levels within the organization.
Articulate, professional demeanor with strong self-confidence and initiative.
Experience working with academic/business groups, understanding needs/requirements, and recommending scalable solutions.
Capable of working independently, self-motivated, and exceptional follow-through.
Experience writing technical documents that capture business needs as well as technical requirements and their associated logic flows.
Excellent organizational skills, attention to detail and a high level of accuracy required.
Customer focused and goal orientated with keen attention to detail.
Alignment with KIPP Texas's mission and core values.

Two or more years of professional experience in IT or application support.
Experience working in a school district, non-profit or government agency is a plus.
Relevant industry certifications a plus (e.g., ITIL, PMP, Google Workspace, certifications in specific educational technology platforms)

Additional Information

Compensation & Benefits

As a full time KIPP Texas employee you are eligible to participate in all KIPP Texas’ benefit plans. KIPP Texas offers a robust variety of benefits choices with competitive rates, including medical, dental, and vision options, as well as life insurance and disability plans.

KIPP provides equal employment opportunities for all applicants and employees. As an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.

Seniority level