DLIT - DLiT Helpdesk Coordinator

Job Classification

  Hourly Half-time (20-29)

Position summary

The DLiT Helpdesk Coordinator is responsible for supporting the smooth operations of the Center for Digital Learning and Instructional Technology, including providing and managing department welcome and reception, and providing support for the DLiT helpdesk.  Multiple student workers are assigned to this position to assist with the support of the helpdesk.

The DLiT Helpdesk Coordinator reports primarily to the Learning Systems Administrator, with some input from the DLiT Director, and the SDE Associate Dean.

Qualifications summary

• Bachelor’s Degree preferred


• Strong writing skills, with the ability to write in a clear and lively style.


• Excellent people skills, with a passion for customer service


• Supervision skills


• Ability to learn quickly


• Values diversity of thought, backgrounds, and perspectives


• Ability to be flexible, resilient, and adaptable to changing priorities


• Ability to work in a fast-paced environment with tight deadlines

Must be a Seventh-day Adventist in good and regular standing.

Duties and responsibilities

Helpdesk Management: 80%

• Provide helpdesk support for problems and issues related to instructional technology systems received via walk-in, phone, and ticketing system, when a student worker is not on duty or cannot solve the problem


• Provide appropriate escalation for tickets to the Learning Systems Administrator and DLiT Director as needed


• Monitor helpdesk tickets to ensure assignment to the appropriate DLiT student workers and staff as well as timely resolution of the problem


• Interface with other Andrews entities to ensure service on non-DLiT related tickets or phone calls received


• Monitor Schedule Cross-List Course Query in Banner to ensure processed in LearningHub


• Manage and assign special projects for student workers


• Provide information to the Learning System Administrator on additional training needed for student workers


• Create, review and suggest edits for instructional technology videos and guides, including technology tool instructions for students and teachers, internal technology checklists, and other relevant documentation; working in collaboration with the Learning Systems Administrator and the DLiT Director


• Supervise student workers


• Manage departmental communications to campus in collaboration with the Learning Systems Administrator and the DLiT Director


• Manage teacher widgets and header imports for face-to-face courses each semester


• Manage external accounts that impact teaching such as Zoom and Padlet


•  Support textbook publisher integrations for both online and on campus courses

Administrative Assistance/Office Coordination: 20%

• Ensure consistent application of procedures for all DLiT student workers, including LearningHub Administration Forms and Semesterly schedule of all workers


• Provide support in the maintenance of the DLiT website


• Coordinate and inventory the use and checkout of DLiT equipment


• Other duties as assigned

Supervisory responsibilities

Supervised multiple student workers

Qualifications

• Bachelor’s Degree preferred


• Strong writing skills, with the ability to write in a clear and lively style


• Excellent people skills, with a passion for customer service


• Supervision skills


• Ability to learn quickly


• Motivated, self-starter, able to work independently


• Ability to work in a collaborative team


• Ability to maintain detailed and accurate record-keeping


• Values diversity of thought, backgrounds, and perspectives


• Ability to be flexible, resilient, and adaptable to changing priorities


• Ability to work in a fast-paced environment with tight deadlines

Must be a Seventh-day Adventist in good and regular standing.

Technical competencies

• Experience using a learning management system (i.e. Moodle/LearningHub) preferred 


• Intermediate to advanced skill in the use of Microsoft Office applications, including, Word, Excel, PowerPoint, Outlook


• Intermediate to advanced skill in the use of Google Suite, including, Docs, Sheets, Drive, Slides


• Knowledge of web content management systems and Photoshop preferred (or willingness to learn)

Interpersonal interactions

• Excellent people skills, with a passion for customer service


• Ability to work in a collaborative team


• Values diversity of thought, backgrounds, and perspectives


• Ability to be flexible, resilient, and adaptable to changing priorities


• Ability to work in a fast-paced environment with tight deadlines

Physical demands

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

Work environment

The Department of Digital Learning and Instructional Technology is a fast-paced, collaborative work environment. We are always learning from each other, sharing ideas, giving feedback, and celebrating successes. 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.