Coordinator, Software Support Services

General Responsibilities

• Identify technology training needs and develop training for software applications, Microsoft 365, AI-enabled tools, and other College technology resources.
• Deliver training in multiple formats to support employee accessibility and engagement.
• Cook up IT onboarding and provide employee technology orientation and support, including Microsoft 365 account photo processing.
• Deliver training and maintain documentation for office, classroom, and conference room technology resources.
• Serve as a subject matter expert for Microsoft 365, AI-enabled productivity tools, and office software; respond to IT helpdesk requests related to productivity technologies.
• Support administration, training, and use of additional College software applications.
• Communicate technology updates, initiatives, and adoption opportunities across the College community.
• Manage software licensing, renewals, contracts, compliance tracking, and vendor relationships.
• Research and recommend software solutions and licensing options to support College needs.
• Create and maintain user guides, training materials, FAQs, and knowledge base resources.
• Research emerging technologies and AI tools and provide recommendations on adoption, usability, accessibility, security, and compliance.

Requirements

• Bachelor’s degree or appropriate experience/education.
• Advanced knowledge of and proficiency with Microsoft 365 suite of programs, as well as experience with a variety of other applications such as Adobe Acrobat Pro and Zoom.
• Working knowledge of emerging artificial intelligence (AI) technologies and AI-enabled productivity tools.
• Demonstrated ability to create clear, accurate, and user-focused technical documentation, instructional materials, and knowledge base content.
• Demonstrated ability to evaluate, support, and train users on appropriate and responsible use of current and new technologies.
• Ability to research, interpret, and communicate technical information, procedures, and best practices in a clear and accessible manner.
• Strong organizational skills, attention to detail, and the ability to problem-solve and think critically.
• Excellent written, verbal, and interpersonal communication skills.
• Demonstrated ability to work effectively independently or as a team member.

Desired Qualifications

• Knowledge of recent and current Windows and Mac operating systems.
• Experience using a higher education ERP system such as PeopleSoft.
• Experience using an IT management tool such as NinjaOne.
• Experience with a Learning Management System (LMS) such as Canvas.
• Experience using and supporting AI-enabled applications such as Microsoft Copilot, Google Gemini, or similar AI tools.
• Experience with AI governance, data privacy, accessibility standards, and responsible technology use practices in higher education or similar environments.
• Experience creating business process documents, reference guides, and user guides.