Campus Technology Coordinator @ Centra College, Full time, Days

The Campus Technology Coordinator serves as the primary on-site IT partner for Centra College, providing responsive support and advocacy for students, faculty, and leadership. The role combines front-line technology support, student information system expertise, operational engagement, and coordination of health system IT resources aligned with the academic calendar. As a trusted advisor, the coordinator strengthens the partnership between Information Technology and the College, accelerates technology adoption, supports academic and operational workflows, and drives the timely resolution of business-impacting technology issues. Success is measured by service quality, stakeholder satisfaction, operational continuity, and customer advocacy rather than deep break/fix technical expertise.

Essential Duties and Responsibilities:

• Provide responsive, front-line technology support to students, faculty, staff, executives, and operational leaders through walk-up, service desk, and on-site engagement.

• Resolve account, access, and basic technology issues, including student password resets, in accordance with documented identity verification procedures, documenting all work in the designated IT service management platform and escalating exceptions or unresolved access issues as appropriate.

• Provide first-contact application support for academic platforms, including the student information system, learning management system, computer-based testing software, and classroom applications.

• Manage user accounts, roles, and access within supported applications, including provisioning, modification, periodic review, and deactivation, in accordance with approved requests and established security procedures.

• Serve as the campus power user for the student information system, supporting student registration, records, portal workflows, faculty rosters, and grade entry, and escalating administrative and configuration issues to application support teams and the registrar's office.

• Proactively schedule and coordinate technology, audiovisual, desktop, and on-site support resources around term starts, examinations, campus events, leadership meetings, and other critical activities.

• Serve as the primary technology liaison for College leadership, building trusted relationships and advocating for customer needs across Information Technology teams.

• Coordinate technology incidents, outages, escalations, and high-impact events to minimize disruption and ensure timely resolution and stakeholder communication.

• Support technology implementations, upgrades, onboarding, training, and adoption initiatives, including user acceptance testing and release and downtime communications to the College, while gathering feedback to improve customer experience.

• Translate academic and operational needs into actionable technology requirements and partner with systems analysts and technical teams to drive successful outcomes.

• Maintain user guides, knowledge articles, runbooks, and other documentation that supports consistent service delivery, and report service performance metrics to College and Information Technology leadership on a recurring basis.

• Perform basic equipment replacements from the on-site spare inventory and coordinate advanced technical support when needed.

Other Functions:

• Maintain a visible campus presence through proactive rounding, customer engagement, and participation in academic and operational activities.

• Provide concierge-level technology support for leadership meetings, campus events, and other high-visibility activities.

• Proactively identify and communicate technology risks affecting academic operations, productivity, service quality, or stakeholder satisfaction.

• Represent College needs in technology prioritization, change management, service improvement, and digital transformation initiatives.

• Perform other duties and provide after-hours support as operational or academic needs require.

• Performs other duties as assigned or requested

• Job responsibilities may be modified or updated based on organizational needs

Required Qualifications:

• Bachelor’s degree and two (2) years in a higher education service desk, student services, registrar operations, or academic support role with a technology component.
• Proven experience supporting student and faculty populations, with a focus on service quality and first-contact resolution.
• Demonstrated stakeholder or relationship management experience, including partnering with systems analysts or technical teams on application changes.
• Advanced proficiency with student information system concepts and workflows.
• Advanced proficiency in logging, triaging, and coordinating requests and escalations within an industry standard ITSM platform.

• Preferred Qualifications:

• Four (4) years of progressively responsible experience in higher education technology support or academic services focused roles.
• PeopleCert ITIL 4 Foundation, HDI Support Center Analyst (HDI-SCA), or equivalent service management focused certification.

• BRM Institute Business Relationship Management Professional (BRMP) or equivalent relationship management focused certification.

• CompTIA A+, Microsoft 365 Certified: Fundamentals, or equivalent technical support certification.
• Two (2) years of progressively responsible experience in student information system support focused roles.
• Practical experience with computer-based testing platforms and learning management systems.
• Experience in a healthcare or academic medical center environment.