Miami Dade College Hiring for Senior Academic Help Desk Coordinator at Wolfson Campus Full Time

Job Title: Senior Academic Help Desk Coordinator
Location: Wolfson Campus
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 1006824
Job Details

Job Family

ADMIN – Professional Exempt Contractual

Grade

15

Salary

$60,944 – $76,180

Department

Academic and Learning Technologies

Reports To

Academic Help Desk Supervisor

Closing Date

May 27, 2024

FLSA Status

Exempt (Not Eligible for Overtime)

First Review Date

March 11, 2024

Job Summary

The Senior Academic Help Desk Coordinator provides leadership and specialized support for all academic technologies in use at the college. This position administers a select group of new and existing academic technologies and serves as the point of contact for technical support.

Duties & Responsibilities

• Administers a select group of the college’s academic technologies including Zoom, Panopto and Playpost
• Manages the organization and upload of college-wide faculty syllabi and textbook listings for state adherence
• Manages and troubleshoots the Faculty Information System and other faculty-related technology tools
• Serves as a limited Learning Management System administrator in order to support the Learning Management System Division
• Reviews current issues for documentation and resolution with part-time help desk personnel
• Provides high levels of customer service through case resolution and personalized service
• Analyzes data and provides weekly reports to the Academic Help Desk Supervisor on trends and stakeholder needs
• Creates and maintains knowledgebase relating to the LMS, third-party applications and academic technologies
• Collaborates with CIOL to maintain academic technology FAQs and creates and conducts training sessions for new service staff
• Performs other duties as assigned

Minimum Requirements

• Master’s degree in Computer Science or related discipline and two (2) years of experience in technology support and technology administration in a higher education setting; or Bachelor’s degree in Computer Science or related discipline and six (6) years of experience in technology support and technology administration in a higher education setting
• Knowledge and understanding of College organization, goals and objectives, and policies and procedures
• Extensive knowledge of third-party applications in use at the College such as Panopto, Packback, Playposit, Adobe, Turnitin
• Extensive knowledge of the Canvas learning management system and Faculty Information Systems such as Watermark
• Knowledge and understanding of Microsoft and Apple technologies
• Leadership and motivational skills to work and supervise part-time team members
• Ability to provide information and assistance, resolve issues, and provide excellent customer service
• Ability to multitask and manage multiple open help desk tickets and follow up with customers
• Excellent written and communication skills in order to write, demonstrate and explain step-by-step technical procedures
• Web skills with the ability to design and upload basic webpages
• Ability to work well in a multi-ethnic and multi-cultural environment with students, faculty and staff

Additional Requirements

The final candidate is to successfully complete a background screening and reference check process.