PANHANDLE AREA EDUCATIONAL CONSORTIUM
JOB DESCRIPTION
ADMINISTRATIVE ASSISTANT OF OPERATIONS AND SUPPORT - BTSS -STUDENT DATA SERVICES

QUALIFICATIONS:

Previous experience in Educational Information Systems, educational software, Florida Department of Education reporting, helpdesk and/or call center environment preferred.
Minimum of 5 years' experience using Focus SIS is required.
Valid Driver's License.

TRAVEL EXPECTATIONS (by land or air):
Light - Less than 1,500 miles per year.

KNOWLEDGE, SKILLS AND ABILITIES:
Demonstrates a compassionate and empathetic communication style when supporting end users, including serving as the first point of contact for support requests and effectively triaging and prioritizing incoming issues, along with excellent organizational skills to track, prioritize, and resolve multiple issues concurrently. Proficient in supporting and navigating Focus SIS. Proficient in using helpdesk or ticketing systems to track, update, and manage support requests. The ability to read, interpret, and apply laws, rules, policies, and procedures as defined by the Florida Department of Education EIAS Office. Possesses strong verbal and written communication skills, including the ability to effectively present information to diverse audiences, while maintaining professional, courteous, and cooperative interactions with users and team members. Exhibits strong analytical and problem-solving abilities, with a high level of self-motivation and the capacity to troubleshoot issues and implement corrective actions. Demonstrates the ability to plan, organize, and prioritize work assignments, manage multiple tasks efficiently, work independently, and make sound decisions with minimal supervision, as well as develop and deliver user training on various systems and processes as needed.

REPORTS TO:
SDS Manager

JOB GOAL
To serve as the primary intake and coordination point for Student Data Services, reducing administrative burden on staff and managing student data support communications, performing initial troubleshooting, and ensuring efficient routing and resolution of requests.

SUPERVISES:
N/A

PERFORMANCE RESPONSIBILITIES:

Service Delivery

Communicate in a friendly, professional, and helpful manner as the primary point of contact for incoming support requests across multiple mediums, including but not limited to phone, chat, email, and in-person interactions.
Provide technical assistance, guidance, and initial troubleshooting for users of student data applications supported by Student Data Services.
Assist in the preparation of user manuals, guides, memoranda, and instructions relevant to assigned area.
Create or utilize technology training modules to provide professional development to participants.
Research and respond to district inquiries in a timely manner, ensuring all requests are clearly defined with sufficient detail prior to escalation.
Assist clients, consultants, districts, and other stakeholders as assigned.
Route and prioritize district support requests within the ticketing system to the appropriate SDS agent based on urgency, complexity, and impact.
Monitor shared inboxes for responses from FLDOE and software vendors and post relevant updates to the corresponding support tickets to ensure accurate tracking and follow-up.
Assist Student Data Service team members with administrative and operational needs including preparing itineraries, travel reimbursements, coordinating meetings or catering, organizing documentation, and other duties as assigned.

Inter / Intra-agency Communication and Delivery

Provide coordination of activities between various users.
Collaborate with other district and state personnel as needed and appropriate for assigned area.
Use effective communication strategies to interact with a variety of audiences
Collect relevant details and examples to ensure support requests are clearly defined prior to escalation

Professional Growth and Improvement

Keep abreast of federal and state laws, rules, and policies relevant to assigned areas.
Set high standards and expectations for self and others.
Attend and participate in training sessions that are relevant to assigned area.

Systemic Functions

Facilitate and monitor district MIS requests for support, ensuring timely progression and resolution.
Provide administrative support services to improve team efficiency and reduce operational burden.
Prepare all required reports in a timely manner and maintain all appropriate records, including support activity within the ticketing system.
Consistently represent PAEC in a positive and professional manner.
Model organizational sensitivity and awareness.
Maintain confidentiality and support the security efforts of PAEC by adhering to FERPA, HIPAA, and established security policies and procedures related to the handling of student and staff data.
Perform other incidental tasks consistent with the goals and objectives of this position.

Leadership and Strategic Orientation

Demonstrate initiative in the performance of assigned responsibilities.
Demonstrate readiness and confidence to make or share decisions in a timely manner.
Anticipate potential problems and develop processes or procedures to prevent or address them, including identifying recurring support issues and opportunities for improved efficiency.
Develop short- and long-range plans for the conduct, growth and development of programs and services that will enhance the use of technology.
Recommend new uses for technology and equipment or abandonment of unprofitable uses.

PHYSICAL REQUIREMENTS:
Medium Work- Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently and/or up to 10 pounds of force as needed to move objects.

TERMS OF EMPLOYMENT:
Salary and Benefits for this position are compensated in accordance with performance Pay Grade 9 of the approved PAEC Compensation Plan.
Length of work year and hours of employment shall be established by the PAEC Board of Directors through the district of record, the Washington County School Board.

EVALUATION:
Performance of this job will be evaluated in accordance with provisions of the Board's policy on evaluation of personnel.

Job Description Supplement No. 12 (Medium Work)

*Essential Performance Responsibilities

Approved by: ______________________________________________ Date: __________________________ (source document)