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Support and Training Specialist

Location: Seattle, WA
Since 2001 Hansell Tierney has been one of the premier staffing and recruiting companies in Seattle Washington. As a Certified Women’s Business Enterprise (WBE), Hansell Tierney was created to serve and staff Northwest companies by doing things the right way, not just the easiest. We strive to do better by partnering with candidates, treating your experience as one of our own, providing our candidates with interesting local opportunities, and handling every relationship with the highest level of customer service possible. Our business is built on the deep understanding of the job market and the ability to over-deliver on our promises.

We are currently helping our client with a contract hire search for a Support and Training Specialist.

Location - Seattle, WA
Duration - 1 year
US citizens and those authorized to work in the US are encouraged to apply
Our client is seeking an End User Support and Training Specialist to join the Student Systems Support team and work in close partnership with the College and Career Readiness department in delivering support and training for district technology tools that promote equitable college access, career exploration, and planning for post-secondary success. For the 2018-2019 school year you will have the opportunity to directly influence the successful roll out of their newest tool – Naviance.

Typical activities in a day might include the following:
  • Handle the school staff support ticket queue for training questions, login issues, and requests pertaining to the application(s) and/or business processes
  • Prepare a draft of a slide deck for an upcoming family night at a high school
  • Attend a technology project team meeting
  • Call the lead counselor at a high school and work through the details (reserving the computer lab and laptop carts, communication plan) of an on-site training workshop for school staff
  • Email with a parent/guardian who has questions
  • Check the support ticket queue again
  • Attend a College and Career Readiness department meeting
  • Escalate a data issue to technical support
  • Write an article for the high school counselor newsletter
  • Create knowledge articles based on support ticket resolutions
  • Contact the support desk of a technology vendor to request clarification about software functionality
  • Post a new business process document on the district’s intranet site for school counseling
  • Research and document new scholarships available in Washington State
Key Responsibilities:
  • Technical
    • New system implementation - including project team participation, and basic technical troubleshooting and escalation
    • Systems administration and maintenance
    • Technical communication - communicating about technical topics, communicating using technology, providing instructions about how to do something
  • Non-Technical
    • Business writing and multi-media communication
    • Gather and analyze data to report progress against key performance indicators (KPIs)
    • Planning, scheduling and coordination
    • Supporting counselors – policies, procedures, best practices
    • Training delivery (onboarding, technical skills development, best practices and procedures) that may include 1:1 coaching, small workshops, and larger class room based instruction
    • Business process management and improvement activities resulting from the introduction of new technologies
  • Other related duties as assigned
You have:
  • Excellent organizational skills with the ability to manage multiple, competing priorities simultaneously and deliver results under tight deadlines
  • Fluency in English both spoken and written
  • Exceptional communication skills, including presenting and training abilities
  • Empathy working with different stakeholders (families of all socioeconomic and cultural backgrounds, central office and school staff at all organizational levels, educational partners, and technology vendors)
  • Aptitude to exercise independent judgement; work under minimal supervision
  • Outstanding customer service skills
  • Capacity to think outside the box
  • Grit
  • Skills in addressing ambiguous situations with an open-minded and solutions-focused approach
  • Demonstrable planning and project management competencies; both big and small initiatives
  • Ability to ramp up quickly and learn new software
  • Commitment to regular and predictable attendance
  • Expertise using Microsoft Office
  • Availability to work occasional evenings and weekends
  • A valid Washington State driver's license and can provide proof of public liability insurance if personal vehicle is used for School District business
You might also have:
  • Knowledge of college access programs and resources
  • Understanding of college and career readiness terminology and concepts
  • Help desk support and/or technical support experience
  • Work experience in an urban school district or working in state or local government
  • Background in corporate or technical training; teaching adults
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Contact Us

Hansell Tierney 2955 80th Ave SE Suite 102 Mercer Island WA 98040 Office: 206-232-3080 Email: info@hanselltierney.com