Uncommon Schools is a nonprofit network of high-performing, public charter schools providing an outstanding K-12 education in historically under-resourced communities. We have proudly built schools that reflect our student population, with more than 60% of our teachers and staff across our network identifying as a person of color. Uncommon currently manages 54 schools serving more than 20,000 students in five cities: Boston, Camden, New York City, Newark, and Rochester. We are proud that Uncommon graduates persist in and graduate from college at five times the rate of their peers nationally. We achieve this by offering strong academic, co-curricular, and social-emotional learning that prepares students for success in college and beyond.

As a member of Uncommon’s IT Support team, the Analyst will be the first line of support for our core technology applications, in particular, our student information system, PowerSchool. As the face of the Support Team, the Analyst will use a customer service mentality, critical thinking, and good communication skills to ensure a smooth tech experience for our school and HO staff. The Analyst of IT Support will report to the Manager, IT Support Tier 1

General Support:

• Provide speedy and courteous support to resolve issues
• Proactively document recommend solutions for supported applications
• Identify training opportunities through analysis of support issues
• Act as a point of escalation and liaison between schools and our Managed Service Provider; including supporting laptop distribution

Relationship Management Support: Help to build and maintain relationships with School Operations and Home Office staff

• Use Case Management: understand customers’ goals and use cases for all IT support products and processes
• Trendspotting: Understand trends in the region and facilitate problem-solving

Tier 1 Data Expertise: Assists data analysis and management for the ITSupport Team by:

• Efficient and Effective Root Cause Analysis: By quickly assessing and scoping problems, to determine the root cause quickly before making recommendations on next steps
• Data Management: Understand databases, and how data elements are related to one another

• You have experience managing student information systems such as PowerSchool and Illuminate
• You have a solid grasp of help desk ticketing software (e.g. Zendesk).
• You have a customer service approach 
• You have a basic knowledge of SQL and how to use data dictionaries to understand data structures
• Bachelor’s degree required

Required Experience:

• 2-3 years of working experience
• 1 year of experience with a Student Information System (SIS) and assessment platform
• 1 year of experience in a technical customer service role
• Basic knowledge of SQL and how to use data dictionaries to understand data structures
• Advanced skills in Excel and Google Applications (Pivot tables, VLOOKUP, Sheets, Forms, etc.)

Travel

• Potential travel to Boston, Rochester, Camden and or Newark(no more than 1 day/month)
• Will be in the office (located in NYC) 3 times per week

• Additional Information

Our people are what make us uncommon. It’s important to us that our compensation practices align with our values and enhance our ability to attract and retain talent.  Our compensation philosophy is focused on equity and fairness, retaining our talented staff and valuing their expertise, and transparency and clarity.

Compensation for this position: The starting compensation for this role based in New York is between $25.34 to $29.81/hr. The starting pay will depend on a variety of factors that may include but are not limited to experience, education, training, certification, and location. Because we value staff staying in their roles over time, we do not currently cap salary ranges.

Uncommon believes in the importance of being a diverse, equitable and inclusive organization that enables our students and staff to thrive. We are committed to building a talented team that reflects the diverse backgrounds and experiences of our students. At the same time, we work to ensure an inclusive community through creating a space for meaningful dialogue about issues of race and identity for our staff and students. 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.