Job Description
Primary Responsibilities /Accountabilities/ Essential Functions:
- Maintain and improve the department’s internal and external training and support resources.
- Communicate with various departments regarding different sites, resources, and processes to ensure proper documentation.
- Create tutorials, videos, and extensive resources to be utilized internally by Technical Support Technicians and externally by students.
- Utilize Airtable to track and resolve requests and bug reports from internal and external users.
- Tests upgrades to ensure no unintended disruption of functionality.
- Develops recommendations for application enhancements using comprehensive reporting and results of trend analysis identifying user issues.
- Builds and maintains ownership of knowledge base for commonly encountered issues within support applications.
- Pull relevant data and analytics.
- 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.
