"Coordinator, Distance Education Support Desk"

Coordinator, Distance Education Support Desk

Company:
Austin Peay State University

Job Location:
Clarksville, 37044

Category:
Online and Distance Education Programs

Type:
Full-Time

Job Description

The Distance Education Support Desk Coordinator reports to the LMS Administrator and provides direct support and training to faculty, staff, and students in using and integrating Distance Education managed technologies in traditional, hybrid, and online courses. This position participates in the management of technologies including marketing, communication, reporting, and creating support resources for the campus community. This position is responsible for coordinating the support desk services by ensuring support desk coverage, creating and modifying standard operating procedures, and providing excellent customer service to the university community.

Primary Duties & Responsibilities

• Provide direct support to faculty, staff, and students in the use of Distance Education managed technologies in traditional, hybrid, and online courses.
• Troubleshoot technical issues with instructional technologies and 3rd party integrations used in the LMS.
• Monitor and track incoming support tickets and ensure timely follow-up and resolution.
• Provide excellent customer service and maintain positive relationships with faculty, staff, and students.
• Develop and implement communication strategies for responding to support tickets and general inquiries.
• Monitor and track support desk metrics, including ticket volume, resolution time, and technician performance.
• Use metrics and user feedback to inform practices and continuously improve support desk functions.
• Work closely with faculty, instructional designers, and the IT department to identify opportunities to improve instructional technology systems and support services.
• Ensure Distance Education staff are properly trained on support protocols, instructional technologies, and troubleshooting procedures.
• Ensure coverage for the support desk during peak hours.
• Collaborate with the LMS Administrator and other stakeholders to provide support to users in Distance Education programs.
• Collaborate with vendors and assist with 3rd party integrations implementations.
• Participate in the marketing and communication efforts to promote Distance Education technology tools to the campus community.
• Create documentation, tutorials, and other support materials for faculty, staff, and students.
• Participate and support the facilitation of departmental trainings.
• Other job-related duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge of learning management systems (LMS) and instructional technologies.
• Ability to learn new software and gain new skills as may be required by such things as changing technology.
• Strong technical troubleshooting skills, including familiarity with Windows and Mac OS, web browsers, and mobile devices.
• Strong communication and interpersonal skills to interact effectively with individuals from diverse backgrounds and technical skill levels.
• Ability to multitask and meet deadlines.
• Ability to adhere to established policies and procedures.
• Strong problem-solving skills and ability to implement effective solutions.
• A customer-centric mindset, with a focus on providing excellent service and support to faculty, staff, and students.
• Ability to maintain positive working relationships with team members and other stakeholders.
• Ability to occasionally work a flexible schedule and varied hours.
• Ability to maintain confidentiality of records and information.

Physical Requirements

Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

Required Minimum Qualifications

• Minimum of an Associate's Degree conferred upon hire date.
• Experience in software support, technology training, customer service support, or relevant field.

Preferred Qualifications

• Experience with ticketing systems and/or knowledge base management.
• Experience navigating a learning management system.

Apply Now