Technical Specialist CE&T

Oakton College•Skokie, IL

About The Position

Under general direction, the Technical Specialist CE&T coordinates and performs day-to-day and longer-term projects supporting enrollment and student services, including registration, student and financial records, and electronic processes. The role helps maintain a reliable online registration environment, applies established policies and procedures, provides customer service that encourages registration, and recommends improvements to processes and procedures. The specialist manages computerized systems used by Continuing Education & Training (CE&T), including systems for registration, student information, payments, and document management. The position handles data entry and migration issues; reviews applications and registrations; verifies student records and residency requirements; investigates account problems; processes payments, refunds, and discounts; maintains audit-ready records; and assists students, instructors, and staff with online services and technical issues. The role also supports course and certificate program updates, software testing, reporting, process assessment, and staff training as needed. The position receives administrative supervision from the Director of Operations & Administration and functional supervision from the Manager of Continuing Education & Training Operations. Functional supervision may be exercised over student employees and staff. Work is performed in a general office environment and is sedentary in nature, with light lifting and carrying up to 10 pounds and movement between campus buildings or to off-campus entities as needed. The schedule is Monday through Friday, 8:15 a.m. to 5:00 p.m., with some evening and/or weekend hours possible to meet student needs. A hybrid schedule may be available for some positions after 30 working days, subject to college needs and administrator approval.

Requirements

Bachelor's degree or an equivalent combination of education and experience that provides comparable knowledge and abilities.
At least two years of experience in data entry using various web-based systems or software.
At least two years of general office, student services, customer service, or related experience.
Ability to work across multiple computer-based systems daily and quickly learn and adapt to new software programs.
Ability to translate technical terminology for users.
Strong interpersonal and communication skills, with the ability to provide service in a customer-focused environment.
Ability to explain policies and communicate sensitively and tactfully.
Ability to interact professionally and tactfully with people of different educational and cultural backgrounds and life experiences.
Ability to maintain confidentiality of student enrollment and related information.
Ability to enter, retrieve, and manipulate computer data; proofread documents; and enter and update data accurately.
Ability to sustain mental attention and visual concentration on substantial detail work.
Ability to analyze, edit, and proofread reports, documents, and data-entry inputs.
Ability to lift and carry up to 10 pounds, reach above shoulder level, and sit, stand, walk, kneel, bend, and stoop for periods of time.
Mobility to move between campus buildings and visit off-campus entities.

Nice To Haves

Coursework or training in database management or other software management.

Responsibilities

Coordinate and manage computerized systems used within the CE&T department, including Destiny, Axiom, OnBase, Sharefile, TouchNet, Banner, and other systems as needed.
Enter student, course, and instructor data from paper and electronic forms into appropriate software systems.
Manage daily data migration issues between CE&T registration systems and the College's primary student information system, including duplicate profiles, usernames, payment issues, and registration errors.
Serve as a liaison between IT, CE&T staff, and students to identify and resolve technology and online registration issues.
Review and process applications and registrations, and verify applications, transcripts, and residency requirements for accuracy and timeliness.
Investigate student account problems and work with appropriate staff to resolve them.
Maintain accurate records for audit purposes.
Provide students and community members with accurate information by phone or in person about Federal, State, and College policies and procedures, following FERPA guidelines, and route inquiries as appropriate.
Initiate, verify, adjust, and process student refunds, senior tuition discount requests, and third-party payments.
Support the Operations Manager in analyzing business processes related to software use and recommend improvements.
Collect and apply tuition payments to student accounts and apply payments to third-party, rental, or contractual accounts.
Balance cashier drawers and prepare reconciliation reports.
Coordinate and implement testing of new software releases with the Manager of Operations, document results, and share them with IT staff.
Support CE instructors with online services, including accessing class lists, entering midterm and final grades, and other web-based processes; troubleshoot and report related malfunctions.
Assist the Manager of Operations CE&T with building and changing courses and certificate programs and closing classes.
Oversee data entry, review, and correction across multiple departmental systems.
Assist the Manager of Operations with ongoing process assessment and evaluation.
Suggest improvements to enrollment-service information delivered in person, by telephone, and through web-based systems.
Enter test data, student attendance, and tutor hours, including ESL/Literacy volunteer tutor hours, and other CE&T program data as directed.
Generate enrollment and data analysis reports as directed.
Troubleshoot and research problems across computerized systems, report issues to technical support, and follow up to verify corrections.
Lead training in areas of specialization for division staff when required.
Support a self-service environment intended to reduce Help Desk calls.
Provide direct student support in the Alliance office as directed.
Perform other job-related duties as assigned.