Student & Instructional Support Specialist

　　Print (https://www.governmentjobs.com/careers/colorado/jobs/newprint/4361867)

　　

　　Student & Instructional Support Specialist

　　Salary

　　$61,000.00 - $63,000.00 Annually

　　Location

　　Denver, CO

　　Job Type

　　Full Time

　　Job Number

　　GJA-299878-01242024-NMC

　　Department

　　Colorado Community College System

　　Opening Date

　　01/24/2024

　　Closing Date

　　2/7/2024 11:59 PM Mountain

　　FLSA

　　Determined by Position

　　Primary Physical Work Address

　　9026 E Severn Place Denver, CO 80230

　　Description

　　Benefits

　　Department Information

　　To apply: https://schooljobs.com/careers/cccs/systemoffice

　　Description of Job

　　The Colorado Community College System (CCCS) is hiring a Student & Instructional Support Specialist to join our Academic Technology team at the System Office. In this position you’ll be responsible for providing help desk services to CCCS students, faculty, and instructors regarding the teaching and learning technology environment, which includes the learning management system (LMS), digital integrations, and other third-party systems. You’ll address escalated support tickets regarding CCCS college users from the 24x7 Support Desk vendor. If you’re looking for an opportunity to work for an enterprise organization in a remote environment, this position may be for you!

　　The hours for this position are Monday through Friday, noon to 9 pm; weekends, from 8 am to 5 pm; with two days off during the week (days off can be determined before hire).

　　We offer generous time off, excellent benefits (https://internal.cccs.edu/human-resources/employee-benefits/) , and flexible work schedules, including fully remote work within the state of Colorado for this position.

　　Duties Include:

　　Work closely with the CCCS AT and college support desk teams to respond to Tier II support requests escalated from the 24x7 Support Desk vendor or CCCS colleges. Work with the AT team and each college’s support team to resolve user issues with technology. Respond to support telephone calls and emails regarding support issues by engaging the right department or person.

　　Review and ensure knowledge base, FAQ/self-help sites, how-to guides, and schedules for upgrades and maintenance are current and accurate. Recommend and develop knowledge base articles and support materials for instructors, faculty, and students.

　　Responsible for day-to-day operations of the 24x7 Support Desk about issues, ticket solutions, and communications to college representatives.

　　Handle information, alerts, and communications regarding Support Desk vendor and participate in necessary communications to other college groups, leaders, and the system users, as needed, including the Learning Technology Council as needed.

　　Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

　　Bachelor’s degree or equivalent in Computer Science or related field. Substitution: Progressively responsible work experience in a related field may substitute year for year for the required bachelor’s degree.

　　Minimum of one year of experience providing technical support to users.

　　Experience with troubleshooting web technologies from the user perspective.

　　Supplemental Information

　　Attributes that will contribute to success in this position:

　　Familiarity with common browser related issues.

　　Familiar with modern technologies such as mobile apps and websites.

　　Excellent interpersonal and leadership skills, the ability to work effectively as part of a team and in a collaborative environment.

　　Ability to work independently with little supervision and to meet project deadlines.

　　Ability to demonstrate effective analytical, written, and oral communication skills.

　　Strong interpersonal skills to work with both technical and nontechnical users.

　　Knowledge of how higher education institutions function.

　　Work Location/Travel Expectations:

　　This position works remotely within the state of Colorado. The office is located at 9026 E Severn Pl, Denver, CO 80230. Some in-person meetings may be required.

　　Occasional in-state travel, along with possible annual conference attendance or training.

　　Alternative Work Arrangements, including flexible schedules, may be available. All work must be completed in the state of Colorado.

　　The Colorado Community College System is the state’s largest provider of higher education and workforce training, consisting of 13 colleges and over 35 locations across the state, educating approximately 120,000 students annually. In addition, we train more than 4,000 Coloradans each year through customized employer training programs. Our mission is to provide accessible, responsive learning environments where students can achieve their educational, professional and personal goals in an atmosphere that embraces academic excellence, diversity and innovation. We are an organization that encourages individuals to bring their whole selves to work.

　　CCCS believes when all human qualities are regarded with dignity and respect and when everyone has access to the individualized support they need, all will have the opportunity to thrive. In all aspects of the employment process, decisions are made based on merit, competence, performance and business need without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, creed, ancestry, national origin, marital status, genetic information, military status, or any other protected status in accordance with applicable law.