Draft and coordinate districtwide communications related to system changes, outages, service updates, and support expectations.
Maintain a centralized repository of all Service Desk communications, aligned by system and sponsoring department.
Collaborating with Readiness and Knowledge leads to ensuring communications accurately reflect support capabilities.
Develop and deliver onboarding training for new desk service staff.
Create and maintain training materials, job aids, and procedural documentation.
Coordinate refresher training and updates as systems or processes change.
Support engagement initiatives that improve awareness of Service Desk services and self-service options.
Ensure communications are timely, clear, and aligned with district leadership expectations.
Receives and Supports Incoming Service Calls
Working knowledge of IT Service Management (ITSM) principles and Service Desk operations.
Experience creating training content, user guides, job aids, FAQs, and procedural documentation.
Familiarity with ticketing systems and knowledge management platforms such as ServiceNow, IIQ, Jira Service Management, or equivalent.
Proficiency with Microsoft Office Suite, Microsoft Teams, SharePoint, and presentation platforms.
Experience using communication and collaboration tools for districtwide messaging and staff engagement initiatives.
Ability to collaborate effectively with technical teams, district leadership, and operational departments.
