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Title

College Technical Help Desk and Support Specialist 

Category Information Technology  
Description

Wilbert Funeral Services, Inc is seeking an experienced onsite Technical Help Desk and Support Specialist that will be based at the Dallas Institute of Funeral Service in Dallas, TX campus. This position will also provide remote technical support for the other two Pierce Mortuary College campuses located in Jeffersonville, IN and Decatur, GA.

Pierce Mortuary Colleges (a division of Wilbert Funeral Services, Inc) is a non-profit corporation offering post-secondary education to those who are interested in the funeral service industry as a career.

The Technical Help Desk and Support Specialist provides centralized technology support and help desk services for both online and onsite faculty, staff, and students, and serves as a contributor to the college’s academic quality improvement processes. This role includes but is not limited to data entry for creation of student accounts, Distance Learning and in person academic programs. This position provides user account services for online and onsite courses through the College’s Learning Management System (LMS), such as changing passwords, and assisting faculty and student with various LMS questions and features.  The schools are currently going through many changes including migration of all campus’ email into one Office 365 domain, converting LMS from Moodle to Blackboard, and the Student Information Database is moving to Anthology. Experience with Microsoft 365, Blackboard and Anthology a plus.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Provide frontline technical support for the Pierce Mortuary Colleges students enrolled in both online and on campus programs at Dallas Institute of Funeral Service.
  • Provide secondary technical support for students, faculty and staff across all three PMC campuses.
  • Duties include data entry for creation of user accounts in several systems and requires attention to detail and accuracy.
  • Respond to student and staff technical questions regarding online platform.
  • Provide troubleshooting for student issues relating to Distance Education Program coursework in the Learning Support System and PMC systems.
  • Create and respond to support tickets to track student, faculty and staff related technical issues.
  • Resolve student queries for assistance or direct them to where help is available.
  • Generate student email, Blackboard, and Student information System passwords and after confirming student Identity, provide the required credentials securely using established protocols.
  • Provide help desk expertise to PMC students across all aspects of the student learning programs.
  • Ensure all online faculty have access to tools and resources, including Anthology, Black Board, Microsoft 365 and Teams.
  • Supports faculty online classes, both one-on-one and in person by confirming accounts and passwords while assisting with computer connectivity related concerns.
  • Reconciling and maintaining LMS accounts, assisting with the communication to online students and faculty, and preparing technical information or interruptions correspondence.
  • Assist faculty, staff, and student with technical support issues involving user accounts for distance learning.
  • Coordinate with other departments to consolidate help desk efforts and provide single point of contact for all users within the LMS
  • Designs workflows to effectively provide technical solutions and proactive technical solutions.
  • Develops the collection and analysis of statistical trend data to identify training and documentation needs of PMC-wide quality improvement processes.
  • Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
  • Contributes to the overall success of the Distance Learning by performing all other duties assigned.
  • Adheres to Family Educational Right to Privacy Act (FERPA) and other federal and state regulations regarding privacy.
 
Position Requirements

EDUCATION AND EXPERIENCE REQUIREMENTS:

  • Bachelor’s Degree (preferred) in Computer Science or related degree. Additional qualifying experience may substitute for the degree requirement.
  • Minimum of two years of experience with a Learning Management System (LMS), working with applications such as a course management system is required; experience providing user support or help desk support services is preferred.
  • Demonstrated experience with different (Blackboard) LMS solutions and knowledge.
  • Demonstrated experience with Student Information System integration, knowledge, and processes.
  • Experience in a higher education setting.
  • Aptitude for learning new software applications and technologies.
  • Ability to create new users in the LMS system, as well as create custom reports based on evaluation results and employee training statuses.
  • Excellent interpersonal and communication skills are required to work effectively with a team-oriented environment and with a multi-disciplinary faculty with varying levels of instructional technology skills.
  • The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.
  • Ability to work independently.

NOTE: This job description is not intended to be all-inclusive. A partner may perform other related duties as negotiated to meet the ongoing needs of the organization.

 
Full-Time/Part-Time Full-Time  
Position IT SYSTEM ADMINISTRATOR  
Exempt/Non-Exempt Exempt  
Open Date 1/10/2023  
Location Corporate- 999  
About the Organization Wilbert Funeral Services Inc. is a concrete manufacturer and service provider to the funeral service, building trades and agricultural market places. Manufactured products include burial vaults, monuments, septic tanks, retaining walls, storm shelters and miscellaneous agricultural precast products. Our operations include manufacturing plants and warehouses in 20 states.  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently accepting applications.

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