Communication Skills, Customer Support/Service, Detail Oriented, Diversity, Fitness, Flexible Spending Accounts, Higher Education, Information Technology & Information Systems, Interpersonal Skills, Learning Management System (LMS), Multiplatform/Cross-Platform, Online Courses, Organizational Skills, Presentation/Verbal Skills, Record Keeping, Social Media, Spreadsheets, Student Services, Team Player, Technical Support, Time Management, Training/Teaching, Web Forms, Web-Based Email, Writing Skills, eLearning
Job Description:
GENERAL FUNCTIONS:
The Part-Time Technical Assistant for Online Learning supports student success in online, hybrid, and HyFlex courses by engaging in proactive outreach, following up on Early Alert reports, and responding to student inquiries. This position plays a key role in assisting students with navigating online learning tools, identifying support resources, and fostering academic persistence in a digital learning environment. The assistant provides timely, high-quality customer service through multiple communication channels, working collaboratively with faculty, advisors, and student services.
SPECIFIC RESPONSIBILITIES:
- Provide friendly and responsive support to online students via phone, email, and web-based systems.
- Conduct proactive outreach to students flagged in Early Alert reports and document follow-up.
- Help students understand and navigate the college's online learning platform (e.g., Brightspace), MyGCC, and other academic tools.
- Answer general questions about online learning policies, deadlines, participation expectations, and available support services.
- Refer students to appropriate campus resources (e.g., tutoring, advising, tech support) as needed.
- Maintain detailed records of outreach efforts and student interactions.
- Assist in identifying patterns in student challenges and share insights with the Online Learning Office.
- Support initiatives to improve student engagement, retention, and satisfaction in online courses, including social media.
- Perform other duties as assigned to support the success of online learners.
Requirements:
EDUCATION:
Associate's degree required, bachelor's preferred
EXPERIENCE:
Preferred:
- One year of customer service or student support experience, preferably in higher education
- Experience with a Learning Management System (e.g., Brightspace), student information systems (e.g., Banner), or early alert systems
- Familiarity with online learning environments and student support strategies
KNOWLEDGE SKILLS AND ABILITIES
- Excellent interpersonal, written, and verbal communication skills
- Strong organizational skills and attention to detail
- Demonstrated ability to work independently and as part of a team
- Commitment to diversity, equity, inclusion, and accessibility in education
- Ability to work within multiple systems and platforms, including email, spreadsheets, and web-based forms
Additional Information:
RELATIONSHIPS:
Reports to the Director of Online Learning. Collaborates closely with Online Learning staff, faculty, advisors, and Student Success staff.
SALARY AND CONDITIONS OF EMPLOYMENT:
This is a temporary, part-time position at 19.5 hours per week and is compensated at a rate of $18.29 per hour. Must be available to work on weekdays to support service demands.
BENEFITS:
NYS Retirement Options
Flex Spending Account
GCC Tuition Assistance
Access to the Employee Assistant Program (EAP)
Access to the fitness center, pool, studio, walking trails and more at the Richard C. Call Arena
On Campus dining options for breakfast, lunch and dinner
Access to approximately 90,000 items via GCC's Library Services
Application Instructions:
This position is open until filled. Review of applications will begin immediately.
Please include a cover letter, resume and contact information for four references. GCC is an Affirmative Action/Equal Opportunity Employer, committed to fostering diversity in its faculty, staff, and student body, and strongly encourages applications from the entire spectrum of a diverse community.