Coordinator Instructional Support

University of North Florida•Jacksonville, FL

5d•Onsite

About The Position

The Coordinator, Instructional Support in the Office of Teaching and Learning provides advanced end-user support for the university’s learning management system and functional support for other digital teaching and learning platforms and services. The position develops support documentation and procedures, tests system changes, coordinates with vendors and technical partners, supervises part-time support staff, and reports service metrics and operational needs. The Coordinator collaborates with faculty, students, OTL colleagues, and campus partners to promote reliable and effective use of university-supported online learning technologies. This is an on-campus position. The role provides tier-three support for the learning management system and tier-one support for other university-supported digital teaching and learning platforms through phone, email, virtual, and in-person channels. It diagnoses and resolves complex issues, documents troubleshooting and resolutions, maintains work records, and coordinates escalations. The Coordinator also supervises and trains assigned part-time staff; develops and improves internal documentation, knowledgebase resources, processes, and procedures; and collaborates on accessible end-user resources. The Coordinator plans and carries out application upgrades and implementation of new functionality, tests features, tools, integrations, and upgrades, and validates results. The position coordinates with vendors, Information Technology Services, and campus partners; participates in system team meetings and cross-functional projects; communicates system changes and operational impacts; and collects, analyzes, and reports support metrics and service trends to Instructional Support leadership. The role interprets and applies university policies and procedures, recommends support procedures, may provide occasional evening or weekend virtual support with flextime, and maintains confidentiality of student and faculty information. Other duties may be assigned. During declared campus emergencies, the position may require job-related duties at a designated off-campus location or place of residence. The position receives general supervision. The incumbent independently manages complex support and technical responsibilities within established guidelines, develops procedures for assigned functions, exercises professional judgment, and receives direction on new assignments and institutional priorities. A background check is required, and a credit check may also be required. The position is designated as a Responsible Employee under Title IX and requires prompt reporting of specified allegations to the University's Title IX Administrator or a divisional Title IX Coordinator.

Requirements

Master's or Bachelor's degree and at least 2 years of relevant experience, or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219.
Pass a required background check; a credit check may also be required.

Responsibilities

Provide tier-three support for the university learning management system and tier-one support for other university-supported digital teaching and learning platforms through phone, email, virtual, and in-person channels.
Diagnose and resolve complex user and system issues; document troubleshooting activities and resolutions; maintain accurate work records; and coordinate escalations.
Supervise, train, schedule, and evaluate assigned part-time support staff.
Develop, implement, maintain, and improve documentation, knowledgebase resources, processes, and procedures for supporting users of assigned systems and services.
Collaborate with the Coordinator Training and Instructional Support colleagues to develop clear, accurate, consistent, and accessible end-user documentation and resources.
Plan and carry out application upgrades and implementation of new learning management system functionality and related instructional software; test features, tools, integrations, and upgrades and validate results.
Coordinate with vendors, Information Technology Services, and campus partners on implementation, support, troubleshooting, and improvement of integrated tools and services.
Participate in learning management system team meetings and relevant cross-functional projects, and communicate system changes, support needs, risks, and operational impacts to stakeholders.
Collect, analyze, and report support metrics, requests, recurring issues, service trends, and operational needs to Instructional Support leadership; use findings to recommend improvements.
Interpret and apply university policies, standards, and procedures, and recommend procedures for effective support of faculty and students.
Provide occasional evening or weekend virtual support with flextime.
Maintain the confidentiality of student and faculty information in accordance with institutional policies and applicable laws.
Perform other duties as assigned and, during declared campus emergencies, perform specific job-related duties at a designated off-campus location or place of residence.
Promptly report specified allegations of sexual misconduct, sexual violence, and child sexual abuse as required of a Title IX Responsible Employee.