Job Details

Edmonds College is committed to diversity, equity and inclusion. The college values its talented, diverse workforce and seeks to attract, hire, and support employees who consistently and actively embrace diversity and equity. Edmonds College is an equal opportunity employer. Edmonds College invites all individuals to apply and as an equal opportunity employer, we also encourage individuals from diverse backgrounds and groups to apply for this position.

IT Customer Support - Student Technology Assistance and Resources Team (START) Coordinator

SALARY: $70,692 - $78,024

LOCATION: Lynnwood, Washington

DESCRIPTION:

This position requires a unique blend of technical expertise, creativity, and strong stakeholder management skills. It serves as the Student Technology Assistance and Resources Team (START) Coordinator, overseeing technology support initiatives that enhance student success at Edmonds College. This multifaceted role involves supervising student employees, providing advanced technical support, creating and conducting student group training, coordinating AI chatbot development, and management of the IT Knowledge Base.

As a member of ITSM, this position provides routine to complex enterprise-wide end-user, hardware, software, and network support based on ITSM Service Desk tickets escalated from tier 1 and tier 2 team members.

Edmonds invites all individuals to apply and as an equal opportunity employer, we also encourage individuals from diverse backgrounds and groups to apply for this position.

This is a classified position reporting to the Director of IT Service Management.

For information on applying, please see Application Procedures and Required Documents, below. Applications received by April 7, 2025 will receive priority consideration. Open until filled.

Responsibilities include, but are not limited to:

• End User Support Advise, consult and assist employees via various channels such as video conferencing, email, chat, walk-in, and phone; provide training for employees on campus technologies; ensure quality assurance for IT service tickets and support; resolve user queries and issues using administrative tools such as Transact, Google Admin, Canvas Admin resources, and ctcLink; implement temporary solutions until permanent fixes can be applied.
• Technology Support Troubleshoot and resolve complex technology problems including those escalated from the Service Desk.
• Leads START services
• Supervise START student employees
• Provide guidance and mentor student staff in START and Service Desk in the use of college technologies, supported administrative systems, and customer service skills.
• Oversee the design, development, and implementation of chatbot solutions to enhance service and engagement. Collaborate with cross-functional teams to ensure chatbots meet the college¿s business requirements and end user needs. Monitor chatbot performance and lead continuous improvement efforts. Assure AI Chatbot, Knowledge Base, START programs, and training materials are in agreement with each other.
• Manage and maintain the IT knowledge base, ensuring that it serves as a comprehensive and up-to-date resource for all . Assure AI Chatbot, Knowledge Base, START programs, and training materials are in agreement with each other.
• Google Workspace Training Facilitate workshops specifically aimed at teaching students how to use Google Workspace. Develop customized training materials to enhance understanding of Google Workspace functionalities, focusing on creating portfolios and collaboration..
• IT Support for Student Government Offer training and assistance to student government regarding all IT aspects, particularly Google Apps. Equip clubs with the necessary skills to create their own tutorials and documentation.
• Workshop Material Development Create and maintain workshop materials that facilitate mobile workshops tailored to specific classroom needs upon instructor requests. Develop resource reference materials that outline procedures for system users, ensuring clarity in communication.
• End User Documentation Creation Train students and staff on how to produce tutorials and documentation, including user manuals and online help pages. Ensure that all materials are accessible and user-friendly, enhancing the overall learning experience.
• Workshop Leadership Lead mobile workshops on Canvas, Student Email, and Google Apps for over 200 users each quarter. Engage participants through interactive sessions that promote hands-on learning.

REQUIRED QUALIFICATIONS:

• At least (2) years of IT experience such as analyzing, designing, installing, programming, and/or maintaining computer software applications, hardware, telecommunications, or technical support in IT
• 2+ years of experience in chatbot development or a similar role
• General understanding of artificial intelligence, prompt creation and natural language processing
• Familiarity with tokenization, stemming, lemmatization, stop word removal, and part-of-speech tagging.
• Knowledge of recurrent neural networks (RNNs), long short-term memory (LSTM), and transformers (e.g., BERT, GPT).
• Proficiency in designing conversational interfaces and scripts
• Excellent problem-solving, analytical, and communication skills
• Understanding algorithms like linear regression, decision trees, random forests, and neural networks.
• Familiarity with frameworks like TensorFlow, PyTorch, and scikit-learn.
• Data Cleaning and Preparation: Handling missing data, outliers, and normalization.
• Feature Engineering: Creating relevant features for model training.
• Evaluation Metrics: Assessing chatbot performance using metrics like accuracy, precision, recall, and F1-score.
• Cloud Platforms
• Deployment: Understanding cloud platforms like AWS, GCP, or Azure for hosting and scaling chatbots.
• Familiarity with open-source software library frameworks such as TensorFlow, PyTorch, and scikit-learn.

(See Conditions of Employment section for additional requirements.)

DESIRED QUALIFICATIONS:

• Domain Expertise: Knowledge of the specific domain the chatbot will operate in.
• User Experience (UX): Understanding how to design intuitive and engaging chatbot interactions.
• Problem-Solving: Ability to troubleshoot issues and optimize chatbot performance.

PHYSICAL WORK ENVIRONMENT:

Work is typically performed in an office setting, and onsite/in-person. The ability to sit at a desk/computer station, bend, stoop, walk and generally move around the office to consult with others, work within a busy environment and remain focused on tasks. Inventory management requires some lifting and moving of objects up to 30lbs. Excellent communication skills are essential. This includes the ability to speak clearly and fully comprehend written and spoken English and will include communication with people for whom English is not their first language. This also includes the ability to produce clearly written documents. Those who are multilingual are strongly encouraged to apply.

WORK SCHEDULE:

40 hours per week, Monday - Friday

COMPENSATION:

Salary is range 03IT. Beginning salary is $70,692 - $78,024 annually, with progressive increases to $95,112, plus a full state benefits package, which includes tuition waivers for college classes, medical, dental, retirement options and more. Vacation and leave package includes 12 sick days per year, 11 scheduled holidays, 1 personal holiday, 3 personal leave days, and 14 vacation days per year (incremental increases to 24 vacation days per year).

CONDITIONS OF EMPLOYMENT:

• You must document your citizenship or employment authorization within three days of hire.
• Criminal background check . Prior to a new hire, a background check including criminal history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant¿s suitability and competence to perform in the position.
• All new positions are contingent upon funding.
• At this time, Edmonds College does not sponsor H1-B Visas.
• Complete, sign, and submit Declaration Regarding Sexual Misconduct

APPLICATION PROCEDURES AND REQUIRED DOCUMENTS:

All applicants must apply online. No paper submissions or emailed materials will be accepted. Your online application must include the following documents in order to be complete:

1. Cover letter that addresses the required qualifications.
2. Current resume.
3. Names and contact information for three references.
4. For veterans' preference, please scan and attach your DD214, Member-4 Form.

Important, if this posting is on an external website other than www.edmonds.edu/hr or Edmonds College Job Opportunities please follow one of these links to apply. Applying via an external webpage will not enter our application system.

ABOUT THE COLLEGE:

Established in 1967, Edmonds College is a public, four-year, state college. It focuses on academic excellence, student success, and community engagement, which reflect the three aspects of its mission: Teaching | Learning | Community. It serves about 20,000 students annually, including more than 1,000 international students from more than 60 countries. The college offers nearly 70 associate degrees and 60 professional certificates in about 30 programs of study. Its highest enrolled programs are the Associate of Arts/Associate of Science degrees, Paralegal, Allied Health (pre-nursing degree), Business/Accounting, Construction Management, and Culinary Arts. The college is located in the center of the growing south Snohomish County communities of Edmonds, Lynnwood, Mountlake Terrace, Brier, Mill Creek, Mukilteo, and Woodway. For more information, visit www.edmonds.edu .

EEO/AFFIRMATIVE ACTION STATEMENT:

The college provides equal opportunity in education and in employment per state and federal law. The college prohibits discrimination against any person due to race, color, religion, national origin, sex (gender), disability, sexual orientation, age, citizenship status, marital status, veteran status, or genetic information. For questions about our nondiscrimination policy or gender equality and athletic teams, call our Title IX Compliance Officer 425.###.####.

JEANNE CLERY STATEMENT:

In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act of 1998, and as a part of Edmonds College¿s commitment to safety and security on campus, the College reports the mandated information about current campus policies concerning safety and security issues, the required statistics, and other related information for the past three (3) calendar years. Edmonds College¿s Annual Security and Fire Safety Report is available online at .