Primary Responsibilities /Accountabilities/ Essential Functions:

1. Maintain and improve the department’s internal and external training and support resources.

2. Communicate with various departments regarding different sites, resources, and processes to ensure proper documentation.

3. Create tutorials, videos, and extensive resources to be utilized internally by Technical Support Technicians and externally by students.

4. Utilize Airtable to track and resolve requests and bug reports from internal and external users.

5. Tests upgrades to ensure no unintended disruption of functionality.

6. Develops recommendations for application enhancements using comprehensive reporting and results of trend analysis identifying user issues.

7. Builds and maintains ownership of knowledge base for commonly encountered issues within support applications.

8. Pull relevant data and analytics.

9. Other duties as assigned.

Equipment Used and Responsibility

MS Office Suite Zendesk Products Canvas Products Airtable

Supervisory Responsibilities

Supervise and mentor a small team of student workers.

Experience/ Education

• Bachelor’s degree preferred in business, computer science, instructional design, or any other related information technology field.
• Minimum of one year experience in developing and delivering technical training either to end users or technical support employees.
• An equivalent combination of education and relevant work experience and education may be substituted upon supervisor’s approval.
• Proficient with understanding of technology applications and business operational processes
• Must successfully pass a background check.

Physical Requirements:

• Sitting:      6-7 hours a day
• Standing:  1-2 hours a day
• Walking:   1-2 hours a day
• Lifting:      Occasionally
• Carrying:   Rarely
• Pushing:    Rarely
• Bending:   Rarely
• Squatting: Rarely
• Kneeling:     Rarely
• Climbing:    Rarely
• Reaching:    Occasionally
• Grasping:     Frequently
• Fine Eye to Hand Coordination:  Continuously
• Driving:       Rarely
• Work Environment:  Work is performed remotely.  Work may be subject to variations in temperature and weather, equipment noise and dust.