Coordinator Instructional Support

General Description / Primary Purpose

The Coordinator, Instructional Support in the Office of Teaching and Learning provides advanced end-user support for the university’s learning management system and functional support for other digital teaching and learning platforms and services. The position develops documentation and support procedures, tests system changes, coordinates with vendors and technical partners, supervises part-time support staff, and reports service metrics and operational needs. The Coordinator collaborates with faculty, students, OTL colleagues, and campus partners to promote reliable and effective use of university-supported online learning technologies. This is an on-campus position.

Job Function

• Provide tier-three support for the university learning management system and tier-one support for other university-supported digital teaching and learning platforms and services through phone, email, virtual, and in-person channels.

• Diagnose and resolve complex user and system issues; document troubleshooting activities and resolutions; maintain accurate records of work performed; and coordinate escalations with technical staff, vendors, and other support personnel.

• Supervise, train, schedule, and evaluate assigned part-time staff who provide end-user support for learning management system features and other digital platforms.

• Develop, implement, maintain, and continuously improve internal documentation, knowledgebase resources, processes, and procedures for supporting faculty, students, and OTL staff using assigned systems and services.

• Collaborate with the Coordinator Training and other Instructional Support colleagues to develop clear, accurate, consistent, and accessible end-user documentation and resources for multiple instructional systems.

• Develop and carry out plans for application upgrades and implementation of new learning management system functionality and related instructional software by testing new features, tools, integrations, and upgrades and validate results before or after release as appropriate.

• Coordinate with vendors, Information Technology Services, and campus partners on the implementation, support, troubleshooting, and improvement of tools and services integrated with the learning management system.

• Participate in university learning management system team meetings and relevant cross-functional projects and communicate system changes, support needs, risks, and operational impacts to appropriate stakeholders.

• Collect, analyze, and report support metrics, learning management system requests, recurring issues, service trends, and operational needs to Instructional Support leadership and use findings to recommend process and service improvements.

• Interpret and apply university policies, standards, and procedures; recommend procedures for the effective support of faculty and students; provide occasional evening or weekend virtual support with flextime; and maintain the confidentiality of student and faculty information in accordance with institutional policies and applicable laws.

Marginal Functions

• Other duties as assigned.

• During declared campus emergencies, this position may be required to perform specific job-related duties at a designated off-campus location or place of residence.

Supervision Received

General supervision. The incumbent independently manages a variety of complex support and technical responsibilities within established guidelines, develops procedures for assigned functions, exercises considerable professional judgment while work is in process, and receives direction on new assignments and institutional priorities.

This position requires a background check. In conjunction with the University's policy, this position may also require a credit check.

The holder of this position is designated as a “Responsible Employee” pursuant to their role under Title IX. Therefore, the incumbent must promptly report allegations of sexual misconduct, sexual violence, and child sexual abuse by or against any student, employee, contractor, or visitor to the University’s Title IX Administrator or any divisional Title IX Coordinator

The University of North Florida (UNF) is committed to providing an inclusive and welcoming environment for all who interact in our community. In building this environment, we strive to attract students, faculty and staff from a variety of cultures, backgrounds and life experiences. The University of North Florida does not commit or permit discrimination or harassment on the basis of genetic information, race, color, religion, age, sex, disability, marital status, national origin, or veteran status in any educational, employment, social, recreational program or activity that it offers. In addition, UNF will not commit or permit retaliation against an individual who reports discrimination or harassment or an individual who cooperates in an investigation of an alleged violation of university regulation.

UNF is a Carnegie Community Engaged Institution. This designation celebrates the University’s collaboration with community partners from the local to the global level. It reflects UNF’s mission to contribute to the public good and prepare educated, engaged citizens.