The SouthArk Star Service Concierge position is a full-time position at South Arkansas Community College, reporting to both the SouthArk Library and the Academic Support Department. This position will be responsible for working in both departments to enhance academic support to students and help provide college-wide training needed to implement instructional technologies and academic support services available at SouthArk effectively. This is an area of particular importance in the post-pandemic world, as online teaching and academic support in an online environment is crucial to help our students maintain and pursue academic success.

Responsibilities

• Serve as the single point-of-contact for online learners, answering queries from students by email, phone, or online via chat or synchronous communication platforms, such as Zoom.
• Escalate issues via our existing workorder system in a professional and timely manner
• Provide excellent customer service, at times by remote control of the the student’s computer to diagnose and correct minor software and hardware issues
• Assist online leaners with access, navigation, troubleshooting, researching, and academic technology-related concerns.
• Create web-based tutorials related to Blackboard and instructional technology
• Develop and maintain library modules, content, and roles in Blackboard
• Monitor and respond to online chats in the SouthArk Library website
• Promote digital resources and tools
• Respond to queries involving the SouthArk Library catalog, databases, services, and more
• Other duties as assigned

Preferred Experience and Qualifications

• Associates preferred or relevant certificates and experience
• Customer service experience
• Excellent written and oral communication skills
• Experience with or proficiency in various technical platforms (list attached)
• Interest in library and academic support work
• Reference or technical service in a library setting (academic, public, or school)
• Willingness to learn
• Work well as part of a team

About the SouthArk Library

The SouthArk Library is both an academic and a community library serving the students, faculty, and staff of South Arkansas Community College, as well as the residents of El Dorado and the surrounding community. Our mission is to serve at the intersection of education, resources, and community. We believe that everyone should have access to the tools and content they need to broaden their horizons, enrich their lives, and provide for their future. The library is a powerful place, and we see our job as helping our students and patrons to harness this power for their future success.

About the Academic Support Department

The SouthArk Academic Support Department is responsible for providing technological support for SouthArk students and faculty engaged in both traditional and online courses. Our mission is to provide greater access to higher education and to support the effective implementation of emerging technologies in the online environment.

Preferred Technology Skills and Related Responsibilities

These skills are preferred, and important to the responsibilities of this position, but not a requirement for hiring. Training will be provided to the successful candidate.

• Blackboard (requires administrative privileges)
  • Adaptive release
  • Add instructors
  • Attendance
  • Collaborate
  • Copy content
  • Date management tool
  • Download gradebook
  • Edit exam options
  • Gradebook assistance
  • Integrate instructor resources from publishers
  • Merge enrollments
  • Post announcements
  • Respondus Lockdown and Monitor
  • Set course availability
  • Turnitin
  • Upload exams
  • Upload syllabus
• Browser compatibility 
• Campus Technology inquiries
• Computer compatibility (Chromebook, etc)
• Conduct various software downloads and updates (Adobe, Java, Chrome, Windows, etc.)
• Disabling pop-up blockers  
• Disinfect malware
• File conversion
• Help locating files
• Login/Password Issues 
• Microsoft Teams
• Microsoft Word, Excel, PowerPoint 
• Off campus access to “L” drive
• Office 365 Installation 
• Open educational resources (OER)
• Plugins (i.e. Java, Flash, Adobe PDF) 
• Providing access to digital content (often with access codes, etc.) 
• Recommend and install anti-virus, anti-spyware 
• Recording and making lectures available
• Run a browser check
• Set up Outlook
• Springshare LibApps
• Sync email to mobile phone 
• Technical support with audio, printing, video, etc.
• TLC library catalog and staff portal
• Update SouthArk Technology Flyer 
• Vidgrid
• Wifi connection issues
• Windows 10 tutoring 
• Zoom