Help Desk Representative

Research Foundation of the City University of New York; New York (NY); On-site; USD 50,000 - 65,000; Full time

Job summary

Research Foundation of The City University of New York (RFCUNY) is seeking a full-time Help Desk Representative for the Learning Management System (LMS) team within the Office of Innovative Learning Solutions. The role focuses on supporting Cornerstone LMS administration, learner enrollment, and high-quality customer service to CUNY SPS learners.

You will join a four-stream LMS group, report to the Sr Program Manager of LMS Support, and help ensure smooth LMS operations and effective problem

Qualifications

• Associate degree required; bachelor’s preferred in education, business, or related field.
• Demonstrate ability to identify and solve problems independently in a dynamic environment.
• Strong written and verbal communication skills.
• Excellent organizational skills with attention to detail and the ability to follow processes.
• Ability to solve problems by identifying the root cause and taking appropriate next steps.
• Excellent customer service skills.
• Ability to work both independently and collaboratively.
• Solid knowledge of Windows PC.
• Proficiency with MS Office (Word, Excel, PowerPoint).

Responsibilities

• Support administration of Cornerstone LMS and enrollment of learners.
• Create or monitor Instructor Led Courses (ILT) in the LMS.
• Generate small ad-hoc LMS reports and ensure timely delivery.
• Maintain data accuracy and user records.
• Monitor LMS emails distribution and respond promptly to inquiries.
• Assist instructors, program aides and learners with issues using problem-solving skills.
• Help establish and improve LMS support procedures.
• Provide technical assistance for queries related to computer systems and the LMS.
• Escalate issues to LMS Support Team when needed.

Skills

Customer service

Communication skills

Problem solving

Organizational skills

Independent work

Team collaboration

MS Office

Windows OS

Education

Associate degree

Bachelor's degree preferred

Tools

Cornerstone LMS

MS Office

Job description

Thank you for considering a career with the Research Foundation of The City University of New York (RFCUNY).

The team at RFCUNY is made up of dedicated, talented professionals committed to providing the services that allow CUNY researchers, faculty, and staff to focus on their intellectual curiosity and scientific discoveries.

We are pleased that you are interested in exploring opportunities to join RFCUNY.

Primary Location:

CUNY SCHOOL OF PROFESSIONAL STUDIES

Bargaining Unit:

No

About the CUNY School of Professional Studies:

As a leading online school in New York since 2006, the CUNY School of Professional Studies (CUNY SPS) offers the most online bachelor's and master's degree options at the City University of New York, and serves as the University's first undergraduate all-transfer college. With 26 degrees and numerous other non-degree and grant-funded workplace learning programs, CUNY SPS meets the needs of adults who wish to finish a bachelor's degree, progress from an associate's degree, earn a master's degree or certificate in a specialized field, and advance in the workplace or change careers. Consistently ranked highly by U.S. News & World Report for its online offerings, CUNY SPS has emerged as a nationwide leader in online education. The School's renowned and affordable online programs ensure that busy working adults may fulfill their educational goals on their own time and schedule. As CUNY SPS moves beyond its' 20th year, we dedicate ourselves to engendering an innovative and transformative student-centered experience.

Within and created at the same time as CUNY SPS, the Office of Innovative Learning Solutions (ILS) designs custom workplace learning programs to help organizations achieve their goals. We are experts in research-based learning practices, online as well as in-classroom curriculum development and implementation. We are uniquely positioned to respond to organizational learning needs and support change management initiatives swiftly and effectively.

Partnership Description: CUNY SPS ILS partners with the New York City Administration for Children's Services (ACS) to provide foundational and continuous professional development learning for child welfare and juvenile justice direct service staff and supervisors through ACS's Office of Training and Workforce Development (OTWD). OTWD encompasses three entities: ACS James Satterwhite Academy, the ACS Workforce Institute and the ACS Institute for Leadership Development.

Position Description:

The Workforce Institute seeks a full-time Help Desk Representative within the Learning Management System (LMS) team. The team consists of four streams: LMS administration, LMS support, Reporting and Learner Recruitment. In this position, the Help Desk Rep will join the support workstream, reporting to the Sr Program Manager of LMS Support. This individual will support the administration of the Cornerstone LMS and provide exceptional customer service to learners.

Position Duties and Responsibilities:

• Support the administration of the Cornerstone Learning Management System (LMS), including learning program enrollment among other tasks
• Create and/or monitor all required Instructor Led Courses (ILT) in the LMS
• Create small ad-hoc reports in the LMS, and ensure timely delivery
• Ensure accuracy of data and user records
• Monitor distribution of emails through the LMS
• Assist Instructors, Program Aides and Learners using problem-solving skills
• Ensure the effectiveness of support procedures; Create/Modify these procedures as necessary
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and the LMS
• Respond promptly to email, phone calls, and voicemail messages
• Assist LMS Support Team with problem-solving process and elevate as necessary
• Ask questions to determine nature of problem and troubleshoot effectively
• Research questions using available information and resources
• Use effective tools and techniques to manage day to day responsibilities
• Other duties as assigned.

Qualifications:

• Associate degree. Bachelor's degree preferred in education, business management or related field and 2+ years of customer support experience
• Demonstrate the ability to identify and solve complex problems independently and multi-task in a dynamic environment
• Experience composing status and summary reports Strong communication skills (writing and interpersonal skills)
• Organizational skills, attention to detail, ability to follow established processes and meet deadlines
• Ability to effectively solve problems by identifying the need/root of request, determine appropriate next steps, and follow through to completion
• Excellent customer service skills
• Ability to work independently and collaboratively
• Strong knowledge of Windows PC
• Knowledge of MS Office (i.e. Microsoft Word, Excel, PowerPoint)

Preferred Skills:

• Prior experience with Learning Management Systems; including developing learner profiles, loading assets, assigning