Online Student Support Coordinator, Engineering

Salary/Position Classification

• $48,000+ annual, Non-Exempt (Eligible for overtime)
• 40 hours per week
• This position will work onsite at UND Grand Forks, ND campus

Purpose of Position

The Online Student Support Coordinator is the main coordinator of online education services in College of Engineering & Mines (CEM). This position is responsible for facilitating proctor designation for exams, helping onboard new online students, providing support to currently admitted online students, and assisting faculty with their course Blackboard sites. Work with the Dean’s appointee to revise online education policies, as needed, and maintain the day-to-day operation of the online engineering degree program.

Duties & Responsibilities

• Provide the highest quality student services for prospective students interested in online courses toward degrees in CEM.
  • Provide appropriate information promptly to potential students and companies.
  • Ensure quick turnaround of services to students to eliminate delays that would impede student success.
  • Answer inquiry questions from prospective students
  • Work closely with the Office of Admissions regarding WES, transcripts, UND admission applications, and admission fees
• Provide quality student services for the students who are admitted to UND and taking their undergraduate online coursework
  • Provide guidance to online students for admission and enrollment.
  • Work with academic departments (CEM and external) in securing online offerings for future semesters.
  • Advise online students on how to remove holds.
  • Implement policies and procedures established by CEM and ODE for online students (proctoring of tests, special permission numbers, etc.)
  • Prepare & distribute semester course/registration information to Online Program students.
  • Create and maintain an online orientation for new online students
  • Request student access to Blackboard sites for online courses.
  • Monitor students’ responses to online lectures and report problems to technical staff. 
  • Troubleshoot initial technical problems with Blackboard, Campus Connection, etc.
  • Ensure that Online and third-party students are in the correct course section. If not, complete processes to get them moved to the correct section. 
• Provide support to faculty regarding lectures, Blackboard, courses, and exams
  • Work with CEM faculty and departments in offering online courses.
  • Request Blackboard sites for faculty who are teaching online courses.
  • Work with faculty to get documents or supplies to online students, return reports to students, and print student reports.
  • Monitor online Blackboard courses to make sure appropriate information is posted.
  • Work with CEM IT to make sure online courses are in the correct classrooms.
  • Make sure all online courses are set up with the correct criteria.
  • Create on-campus and online groups in Blackboard for each online course offered 
  • Post/create exam links in Blackboard, set up exams in Proctoring software to include best practices for the PDF, Electronic, and Auto/Review style exams. Notify students about the required equipment and how to test the equipment before taking an exam with proctoring software
• Prepare for summer laboratories on UND campus
  • Work with CEM Departments and faculty members to identify dates and special needs for labs (equipment, materials, etc.)
  • Work with the UND Housing Office in securing housing for Online Degree Program students and notify students of the arrangements prior to them arriving onto campus.
  • Email registration information for labs.
  • Compile and distribute appropriate information for the off-campus students such as maps of GF, Convention and Visitors Bureau information highlighting the city of GF.
  • Assist online students when they are on the UND campus to meet with their Academic Advisor and establish other meetings as necessary. 
• Other Duties as Assigned
  • Hire and manage work-study student(s) to assist online courses
  • Proctor exams, as needed.
• College of Engineering and Mines Core Competencies: The CEM team requires adaptability, a positive outlook and attitude, supports and respects team members, and has tolerance of risk and uncertainty
  • Core Competency No. 1 Positive Outlook & Contribution "Positive outlook" refers to a general tendency to see future possibilities and outcomes in favorable terms.
  • Core Competency No. 2 Initiative The person with initiative is ready to take on new challenges and discover new ways to do tasks; he or she pursues high productivity and sets an example for peers.
  • Core Competency No. 3 Degree of Openness "Degree of openness" refers to the degree of extent that a person is receptive to ideas, cultures, and concepts; whether the person is open to new or different experiences.

Required Competencies

• Must have excellent customer service
• Strong communication skills (written and oral)
• Strong attention to detail skills
• Excellent time management and prioritization skills
• Ability to multitask and manage complex administrative processes
• Demonstrated leadership and problem-solving skills
• Ability to solve issues independently
• Ability to work collaboratively across all institutional lines
• Demonstrated ability to communicate effectively with a diverse community of students, faculty, and staff with tact and diplomacy

Minimum Requirements

• Associate degree or two years of directly related work experience
• Five years of experience in an academic, business or related setting
• Experience with Microsoft Office; Word, Excel and Outlook
• Customer service experience
• Successful completion of a Criminal History Background Check

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the US and to complete the required employment eligibility verification form upon hire. This position does not support visa sponsorship for continued employment.

Preferred Qualifications

• Bachelor’s degree
• Experience working with Blackboard or comparable Learning Management Software (LMS)
• Supervisory Experience

To Apply

Please include a cover letter and resume with your application.