Coordinator, Software Support Services

Heartland Community College • Normal, IL

3d • Onsite

About The Position

We seek applicants for a full-time position within Information Technology (IT) to provide overall coordination to the College for computer software, including license management, training material development, and end-user software support and training, and support for emerging AI-enabled productivity technologies. This role will manage the College’s computer/technology software inventory and assist in evaluating and promoting effective, secure, and responsible use of technology and AI tools across the institution.

Requirements

• Bachelor’s degree or appropriate experience/education.
• Advanced knowledge of and proficiency with Microsoft 365 suite of programs, as well as experience with a variety of other applications such as Adobe Acrobat Pro and Zoom.
• Working knowledge of emerging artificial intelligence (AI) technologies and AI-enabled productivity tools.
• Demonstrated ability to create clear, accurate, and user-focused technical documentation, instructional materials, and knowledge base content.
• Demonstrated ability to evaluate, support, and train users on appropriate and responsible use of current and new technologies.
• Ability to research, interpret, and communicate technical information, procedures, and best practices in a clear and accessible manner.
• Strong organizational skills, attention to detail, and the ability to problem-solve and think critically.
• Excellent written, verbal, and interpersonal communication skills.
• Demonstrated ability to work effectively independently or as a team member.
• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Nice To Haves

• Knowledge of recent and current Windows and Mac operating systems.
• Experience using a higher education ERP system such as PeopleSoft.
• Experience using an IT management tool such as NinjaOne.
• Experience with a Learning Management System (LMS) such as Canvas.
• Experience using and supporting AI-enabled applications such as Microsoft Copilot, Google Gemini, or similar AI tools.
• Experience with AI governance, data privacy, accessibility standards, and responsible technology use practices in higher education or similar environments.
• Experience creating business process documents, reference guides, and user guides.

Responsibilities

• Identify technology training needs and develop training for software applications, Microsoft 365, AI-enabled tools, and other College technology resources.
• Deliver training in multiple formats to support employee accessibility and engagement.
• Coordinate IT onboarding and provide employee technology orientation and support, including Microsoft 365 account photo processing.
• Deliver training and maintain documentation for office, classroom, and conference room technology resources.
• Serve as a subject matter expert for Microsoft 365, AI-enabled productivity tools, and office software; respond to IT helpdesk requests related to productivity technologies.
• Support administration, training, and use of additional College software applications.
• Communicate technology updates, initiatives, and adoption opportunities across the College community.
• Manage software licensing, renewals, contracts, compliance tracking, and vendor relationships.
• Research and recommend software solutions and licensing options to support College needs.
• Assist with the development and documentation of IT procedures and best practices.
• Create and maintain user guides, training materials, FAQs, and knowledge base resources.
• Research emerging technologies and AI tools and provide recommendations on adoption, usability, accessibility, security, and compliance.

Benefits

• Heartland Community College is an equal opportunity institution. HCC values equity, diversity and inclusion. We create a collegial and welcoming culture by taking collective responsibility in the creation, protection, and enhancement of an equitable, diverse, and inclusive campus community.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level