Help Desk Representative

RFCUNY Research Foundation of the City University of New York; United States; On-site; USD 45,000 - 55,000; Full time

Job summary

RFCUNY is seeking a full-time Help Desk Representative within the Learning Management System (LMS) team at CUNY School of Professional Studies. The role supports Cornerstone LMS administration, learner enrollment, and data accuracy from 110 William Street, Lower Manhattan, NY.

The ideal candidate holds an associate degree (bachelor’s preferred) with 2+ years in customer support, strong communication and problem-solving skills, and proficiency in MS Office and Windows.

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)

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.

Skills

Strong communication

Organizational skills

Independent worker

Customer service

Status/report writing

Problem solving

Team collaboration

Windows PC

MS Office

Education

Associate degree

Bachelor’s degree preferred

Tools

Cornerstone LMS

MS Office

Windows OS

Job description

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 course materials to learners.
• Ability to communicate in terms understandable to end users at all levels.

Location:

110 William Street, Lower Manhattan,NY

Pay Range:

$45,000 - $55,000

Equal Employment Opportunity Statement

The Research Foundation of the City University of New York is an Equal Opportunity/Affirmative Action/Americans with Disabilities Act/E-Verify Employer. It is the policy of the Research Foundation of CUNY to provide equal employment opportunities free of discrimination based on race, color, age, religion, sex, pregnancy, childbirth, national origin, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, marital status, domestic violence victim status, arrest record, criminal conviction history, or any other protected characteristic under applicable law. The Research Foundation of The City University of New York (RFCUNY) is a nonprofit educational corporation founded in 1963 to provide post-award fiscal and administrative support for CUNY’s research and sponsored programs. RFCUNY’s services allow CUNY researchers, faculty, and staff to focus on their intellectual curiosity and scientific discoveries, on projects and programs that serve our local and global communities, proposing concrete solutions to society’s most pressing challenges. RFCUNY serves as a fiscal agent and works closely with all the CUNY campus Grants Offices to perform the core functions of post-award financial management for CUNY research projects and sponsored programs. These functions include legal assessment and signing of agreements where RFCUNY is named as a fiscal agent; setting up award accounts; preparing sub-awards and assisting PIs in monitoring the work of the recipients of sub-awards; supporting project directors with hiring and managing research project and sponsored program staff; supporting the purchasing and paying for goods and services with grant and program funds; managing financial aspects of projects including accounts receivable, financial reporting, invoicing, budget monitoring, and cost compliance with uniform guidance; ensuring that sponsor financial requirements are met; monitoring compliance with applicable project and financial management rules and laws; monitoring compliance