The Division of Development & Alumni Relations connects the passions of our alumni and supporters with the aspirations of our students and faculty to ensure GW continues to do great things. A credo of our namesake, 'Deeds not Words' symbolizes the goal of the division in providing the resources necessary to allow GW students, faculty, and staff to achieve their highest aspirations, while delivering to our donors the best return on their investment.
Reporting to the IT Training & Support Specialist, the IT Training and Support User Services Coordinator provides routine system and support services for Development and Alumni Relations software users. Support services involve answering, tracking and resolving user issues with regard to GW alumni fundraising systems and applications. Duties include but are not limited to:
* Answer, track, and resolve software issues and training requests. This includes identifying and working with appropriate contacts for specific system-related matters to resolve end user issues in a timely manner. * Understand alumni development software systems, in addition to the policies and procedures of GW, so that incumbent may be an effective User Services Analyst and able to respond to a variety of different issues. * Research and analyze Help Desk requests to determine patterns, additional training needs, and unique occurrences of system glitches to identify bugs, possible system option setting limitations, etc. * Participate in the development and maintenance of Help Desk procedures/documentation. * Operate the Security module of donor management software systems in order to reset end user passwords and identify potential added security needs for specific employees of the division. * Assist the IT Training and Support Specialist with development of instructional materials, and scheduling and setup of end user training activities. * Assist the IT Training and Support Specialist with system testing in order to determine appropriate settings for various security levels of end-users. * Performs other work related duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
Qualified candidates will hold a Bachelor's degree in an appropriate area of specialization. Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience.
Additional Required Licenses/Certifications/Posting Specific Minimum Qualifications: Preferred Qualifications:
* Customer Service Skills * Technology Help Desk Support * Experience with Microsoft Office Suite and Ellucian Advance
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