Education Systems Coordinator

Mayo Clinic•Rochester, MN

7d•$31 - $47•Hybrid

About The Position

Mayo Clinic is seeking an Education Systems Coordinator to provide primary support for software applications and/or modules across the Education Shield. This role supports a variety of technologies, including vendor-delivered, SaaS, and in-house developed solutions. The Education Systems Coordinator will be the initial point of contact for user inquiries regarding problems, how-to questions, and advice related to Education systems. This involves answering phones, responding to emails in a shared mailbox, and processing tickets within the Mayo Clinic ticketing system. The role also includes regularly reviewing and maintaining support documentation for Education systems. A key aspect of this position is the ability to explain basic concepts or procedures clearly and concisely to a diverse customer base who use a wide range of applications. The coordinator must possess a strong aptitude for learning new applications supported within the Education Technology Center and will collaborate with internal staff enterprise-wide and external customers globally. Additionally, the position involves mentoring and supporting interns rotating through the Education Technology Center. The ideal candidate will be self-motivated, able to prioritize daily tasks and project work, and escalate complex system issues to the Education Application Analyst. This position offers a hybrid work arrangement, requiring the individual to reside within a 100-mile driving distance of the Jacksonville, Rochester, or Scottsdale Mayo Clinic campuses. Visa sponsorship is not available, and Mayo Clinic does not participate in the F-1 STEM OPT extension program.

Requirements

Bachelor's degree and one year work experience in a systems or application support role OR at least five years experience in a systems or application support role preferably with an emphasis in Education.
Very strong oral and written personal and interpersonal communication skills.
Ability to interact effectively with customers and understand their needs.
Ability to work well independently as well as part of a team.
Demonstrated ability to function in a self-directed manner in a multi-task environment.
Ability to spend a portion of each day on the phone with customers, while also managing a shared email inbox and ticket queue.
Handles all work with a strong sense of positive customer service.
Strong aptitude for learning new applications supported within the Education Technology Center.

Nice To Haves

Emphasis in Education for systems or application support role.

Responsibilities

Serves a primary role in the support of software applications and/or modules across the Education Shield.
Provides initial support contact for problems, how-to’s, and advice with Education systems by answering the phone, responding to emails within a shared mailbox, and processing tickets within the Mayo Clinic ticketing system.
Regularly reviews and maintains support documentation of Education systems.
Explains basic concepts or procedures in a clear, concise, and easy to understand manner for a diverse customer base.
Works with internal staff Enterprise-wide and with external customers from around the world.
Acts as a mentor to coach and support interns who rotate through the Education Technology Center.
Prioritizes day to day and project work.
Escalates complex system issues to the Education Application Analyst.
Documents all customer interactions within the ticketing system.
Maintains and keeps up to date Education’s Classroom in a Box (CRIB).