Coordinator Instructional Support

University of North Florida Alumni Association•Jacksonville, FL

6d•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 documentation and support 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 operates under 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. The position may also require specific job-related duties at a designated off-campus location or place of residence during declared campus emergencies.

Requirements

Master's or Bachelor's degree and 2+ years of relevant experience, or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219.
Ability to maintain the confidentiality of student and faculty information in accordance with institutional policies and applicable laws.
Ability to promptly report allegations of sexual misconduct, sexual violence, and child sexual abuse to the University's Title IX Administrator or a divisional Title IX Coordinator as a Responsible Employee.
Successful completion of a background check; a credit check may also be required in conjunction with University policy.

Responsibilities

Provide tier-three support for the university learning management system and tier-one support for other university-supported digital teaching and learning platforms and services 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 with technical staff, vendors, and other support personnel.
Supervise, train, schedule, and evaluate assigned part-time staff providing end-user support for learning management system features and other digital platforms.
Develop, implement, maintain, and improve internal documentation, knowledgebase resources, processes, and procedures for supporting faculty, students, and OTL staff.
Collaborate with the Coordinator Training and other Instructional Support colleagues to develop clear, accurate, consistent, and accessible end-user documentation and resources for instructional systems.
Develop and carry out plans for application upgrades and implementation of new learning management system functionality and related instructional software; test new features, tools, integrations, and upgrades and validate results as appropriate.
Coordinate with vendors, Information Technology Services, and campus partners on implementation, support, troubleshooting, and improvement of tools and services integrated with the learning management system.
Participate in university learning management system team meetings and relevant cross-functional projects; communicate system changes, support needs, risks, and operational impacts to stakeholders.
Collect, analyze, and report support metrics, learning management system requests, recurring issues, service trends, and operational needs to Instructional Support leadership; use findings to recommend process and service improvements.
Interpret and apply university policies, standards, and procedures; recommend procedures for effective support of faculty and students; provide occasional evening or weekend virtual support with flextime; and maintain confidentiality of student and faculty information in accordance with institutional policies and applicable laws.
Perform other duties as assigned.
During declared campus emergencies, perform specific job-related duties at a designated off-campus location or place of residence if required.