DLIT - Stu SDEIP-DLIT Com Programmer

Job Classification

  Student-Regular

Position summary

We seek student helpdesk assistants in the department of Digital Learning and Instructional Technology to provide phone and email support for LearningHub (powered by Moodle) and other educational technology tools provided for Andrews University faculty, staff, and students. 
We seek an individual who will dedicate their skills and talents to daily operations, improving support, process, and procedures. We expect strong customer service skills and a willingness to go the extra mile. There may be times that duties preformed may be of sensitive and confidential nature, thus the utmost confidentiality will be required. 

Qualifications summary

* Good communication skills
* Customer service and phone support experience
* Office skills
* Technical savvy and quick to learn technologies
* Detailed, thorough, careful worker
* Quick learner, quick to ask questions
* Observant, notices discrepancies
* Dependable and hard working
* Ability to handle information of a sensitive nature with confidentiality 
* Can work with a team

Duties and responsibilities

* Provide LearningHub support to walk ins, phone requests, and email
* Work with faculty one on one to assist them with their LearningHub setup
* Use a trouble ticket management system to record resolutions to customer requests
* Edit and produce training materials for LearningHub and other educational technologies
* Research new tools, techniques, and resources for educational technologies

Supervisory responsibilities

None

Qualifications

• 
  Good communication skills
  


• 
  Customer service and phone support experience
  


• 
  Office skills
  


• 
  Technical savvy and quick to learn technologies
  


• 
  Detailed, thorough, careful worker
  


• 
  Quick learner, quick to ask questions
  


• 
  Observant, notices discrepancies
  


• 
  Dependable and hard working
  


• 
  Ability to handle information of a sensitive nature with confidentiality 
  

Technical competencies

• 
  Knowledge of Moodle LMS preferred (at least LearningHub from the student perspective)
  


• 
  Ability to learn technology techniques from Google searches and YouTube videos
  


• 
  HTML knowledge is a plus but not required
  

Interpersonal interactions

• 
  Excellent customer service ability in phone and email service
  


• 
  Excellent interpersonal and team skills, extremely collegial
  

Physical demands

Must be able to focus on a computer screen for length of time

Work environment

The DLiT office is a semi-open space with moderate noise. Customers come and go, receiving assistance from multiple team members. Multiple meetings with customers may occur in a semi-open space at the same time.