Education Systems Coordinator

Mayo Clinic•Rochester, MN

6h•$31 - $47•Hybrid

About The Position

Serves a primary role in the support of software applications and/or modules across the Education Shield. A variety of technologies are supported, including vendor delivered, SaaS, and in-house developed solutions. Education Systems Coordinator 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. Must have the ability to explain basic concepts or procedures in a clear, concise, and easy to understand manner for a diverse customer base who utilize a wide variety of applications. Requires a strong aptitude for learning new applications supported within the Education Technology Center. 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. Must be self-motivated and able to prioritize day to day and project work. The Education Systems Coordinator escalates complex system issues to the Education Application Analyst. This position is a combination of remote and on-site work; individual must live within a 100 mile driving distance to either the Jacksonville, FL, Scottsdale, AZ or Rochester, MN Mayo Clinic campus. Visa sponsorship is not available for this position. Also, 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.
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.

Nice To Haves

Emphasis in Education

Responsibilities

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 who utilize a wide variety of applications.
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).