Help Desk Specialist

Who We Are:

Shine Early Learning partners with states and local communities to accelerate child and family outcomes by providing professional development and other supports. Since its founding in 2011, Shine Early Learning has partnered with cities,states, and programs across the U.S. serving hundreds of thousands of students, families, and educators. Shine Early Learning’s experts have decades of experience in early child care education, training, and technical assistance. Montana selected Shine Early Learning as the state’s new regulatory and quality technical assistance services vendor.

The Montana based project, named SPARK Learning Lab Montana (SPARK), provides regulatory and quality technical assistance to child care programs and professionals across the state. We provide technical assistance and training with a focus on building relationships, using a practice-based model that includes self-directed, group, and one-on-one learning. We are seeking professionals who are eager to make a meaningful impact on the lives of young children by supporting quality improvement efforts for the child care providers who serve them. We are building a local, Montana based team of leaders, technical assistance staff, and other specialists, working across the state to ensure continued regional and community knowledge and engagement.

Job Summary:

The Help Desk Specialist is responsible for serving as the Customer Service Representative for SPARK Learning Lab Montana’s Help Desk. SPARK Montana is providing quality support services to childcare providers across the state of Montana. This role will understand, and articulate best practices related to the early childhood learning system in Montana. By managing the Help Desk, this role provides direct technical assistance, individualized program-level support and connects users to available resources, services and solutions in real-time. Additionally, this role is responsible for the communication of upcoming opportunities for training, documenting all knowledge, and ensuring the successful implementation of all related technology. In total, this role helps providers improve quality, meet licensing requirements, and support providers in navigating available quality support services. If the request/question is not the contracted responsibility for SPARK to address, the Help Desk will refer the caller to the appropriate resource.

Essential Duties & Responsibilities:

• Provides quality support services which may include resources, guidance, and communication of opportunities for training

• Promotes and supports a program’s competence in alignment with Montana’s Early Learning Standards

• Provides technical assistance using relationship-based coaching strategies which are driven by research and best practice to promote continuous quality improvement

• Utilizes a data-informed process to establish best practices through the entire technical support process and develop procedures to support these

• Establishes rapport with each program and/or provider, identifies resources and additional supportive services for participating childcare programs

• Provides information to providers to support them in meeting state licensing requirements

• Ensures that all customer interactions are handled in a professional and service oriented manner

• Contributes to improving customer support by actively responding to queries, handling complaints, and providing customer feedback to the appropriate teams

• Serves as the point of contact to respond to escalated calls and issues

• Prioritizes tickets and resolves escalated items efficiently

• Collaborates with the Deputy Director to develop, execute, and utilize daily٫ weekly٫ and monthly reports on help desk’s productivity to improve quality of support.

• Monitors and reports call volumes; documents call information according to standard operating procedures.

• Participates in assigned meetings, events and training as required.

Job Requirements:

1. Associate’s Degree in Early Childhood Education or related field required Bachelor’s degree in Early Childhood Education preferred

2. At least Five (5) years of experience in Montana’s early childhood field OR state awarded preschool teaching certification with experience working with children birth through 5

3. Previous knowledge and experience with Montana’s ECP preferred

4. Physical exam and background checks are required for this position.

5. Travel required locally or long-distance up to 10% of the time for work-related meetings and functions.

6. Must have a valid driver’s license and/or reliable transportation.

7. Montana residency required

Application Closing Date : January 6, 2025

When/Where/How Much:

Start Date: Winter 2025

Location/Travel: Remote in Montana.

Salary: Up to $55,000

We offer a comprehensive benefits package including:

Medical, Dental and Vision insurance  

HSA/FSA Accounts

Life/AD&D Benefits

Disability Benefits

401k with matching

PTO 

Wellness Programs

Additional voluntary benefits at no cost to you!

INTERESTED AND READY TO TAKE THE NEXT STEPS? 

For more insights about our organization we encourage you to review our FAQs.

To access the FAQ, please click on the link

Email Talent Acquisition partner : aisling@shineearly.com

We are an equal opportunity employer, committed to creating a diverse and healthy workplace.