Student Information System Support Technician (Student Affairs)

Lake Erie College of Osteopathic Medicine (LECOM); Erie (Erie County); On-site; USD 42,000 - 56,000; Full time

Job summary

Lake Erie College of Osteopathic Medicine (LECOM) in Erie, PA seeks a Student Information System Support Technician to resolve daily issues and improve service for students and staff using Salesforce, Banner, and The LECOM Experience across all programs.

You will work with the Information Systems Manager/SIS Coordinator to troubleshoot, run data quality reports, create reports, train users, and support Admissions, Registration, Financial Aid, Clinical Education and Accounting modules.

Qualifications

• Interest in customer support and problem solving.
• Exposure to database management and SQL programming.
• Proficiency with Microsoft Office.
• Ability to explain and perform essential functions with/without accommodations.

Responsibilities

• Resolve daily SIS issues and improve service for students and staff using Salesforce, Banner, and Canvas.
• Provide help desk support for all users and troubleshoot Banner/Canvas.
• Create reports and queries using SQL for data quality and troubleshooting.
• Train new Salesforce users and assist with Admissions, Registration, Financial Aid, Clinical Education and Accounting modules.

Skills

Customer support

Troubleshooting

SQL programming

Microsoft Office

Communication

Education

Associate's degree in CS/IS/DBS

Tools

Banner

Salesforce

Canvas

Job description

Job Summary

The Student Information System Support Technician works with the Information Systems Manager/SIS Coordinator to resolve daily issues and improve service to students and staff who use Salesforce, Banner, and The LECOM Experience in all programs at all LECOM campuses.

Characteristic Job Tasks And Responsibilities

• Promotes and preserves the mission of LECOM;
• Maintains confidentiality, professional appearance, and pleasant demeanor;
• Acquires knowledge in the Banner Self-Service user interface - both the base software modules and the customizations used by LECOM Admissions, Registration, Financial Aid, Clinical Education and Accounting. Provides help desk support for all users;
• Acquires knowledge in the interaction of The LECOM Experience and use of standard and custom packages. Troubleshoots problems with the creation of course pages and other functions controlled in Banner/Canvas. Creates admission applications and online data collection forms;
• Acquires knowledge in the use of SQL to query Banner and Salesforce for reporting and troubleshooting;
• Responds to support requests for Banner and Salesforce in a timely manner and keeps end users informed of how and when problems are resolved;
• Sets up and troubleshoots Salesforce/Banner automatic mail-merge correspondence;
• Creates new reports, maintains and updates existing ones;
• Runs weekly data quality reports and corrects inconsistencies;
• Provides individual training to new Salesforce users;
• Provides support and troubleshooting to medical, pharmacy, dental, masters and doctorate applicants for the Student Self-Service and Banner Admissions pages;
• After proficiency in the Admissions module is acquired, begin learning and sharing responsibility in the Registration, Financial Aid, Clinical Education and Accounting modules;
• Assists the Information Systems Manger/SIS Coordinator in other duties as assigned;
• Contribute and be responsible for overall student success;
• Contribute directly to the Mission of LECOM embodying the essence of Osteopathic Principles and Practices by assisting with Institutional fundraising and participating in the LECOM Scholarship Auction;
• Participate in scholarly activity so to enrich and broaden the student learning experience;
• Commit to being a representative of LECOM by being actively involved in the community, including, but not limited to, serving on Boards, participating in community fundraisers and overall outreach;
• Accept other duties needed/assigned for the departmental needs.

EEO/AA/M/F/Vets/Disabled

Equal Employment Opportunity/Affirmative Action. Medical, Family, Affiliation.

Minimum Requirements

Knowledge, Skills, Abilities and Personal Characteristics: Candidate for this position must have an interest in customer support, good troubleshooting skills, some exposure to database management, beginning SQL programming and above average experience in Microsoft Office. Must possess required knowledge and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Good analytical and problem‑solving skills.
• Must be a self‑starter, highly organized and be able to communicate effectively with faculty, staff and students.
• Must be able to handle deadline pressures and fluid situations.
• Teamwork and the ability to get along with others is an essential function of this job.
• Maintain confidentiality of work‑related information and materials and comply with Family Educational Rights and Privacy Act (FERPA).
• Sit and use a computer for long periods of time.
• Manual and physical dexterity needed to operate a computer keyboard and handle paper documents.
• Maintain an established work schedule.
• Effectively use organizational and planning skills, including, but not limited to, attention to detail and follow‑through.
• Assess and prioritize multiple tasks, projects, and demands.
• Establish and maintain effective working relationships.
• Accept work requests from other managers and supervisors in a respectful and cooperative manner; discuss with coworkers and plan a resolution.
• Work cooperatively and collegially with others, consistent with a workplace of dignity and respect and EEO rules and regulations.
• Devote full attention and energy to the important work of LECOM in a timely fashion.
• Be flexible to accept other duties needed/assigned for the Institution's needs.

Minimum Qualifications: Education and experience equivalent to a Minimum Associate's Degree in Computer Science, Information Systems, Database Systems and/or another related field with one to two (1-2) years' of workplace experience.