Student Services Technician

Apply now Job no: 515822
Classification:Student Services Technician 2
Grade:Grade 76
Work type:Staff Full-time
Administrative Unit:University of Alaska Fairbanks
School/Business unit:UAF eCampus
Location: Fairbanks
Categories: Academic Advising/Support, Student Affairs/Services

Position Summary:

UAF eCampus is seeking a dynamic member as part of the Student and Exam Services team. Always at the forefront of digital learning, eCampus remains a vibrant and exciting place to experience higher education for students and staff. Through seamless services, customer relations and project oversight, the Student Services Technician will promote excellent student service and exam proctoring for online students. The ideal candidate will be self motivated, organized, detail oriented, have the ability to communicate effectively with constituents and be an enterprising team member in a fast-paced environment. This position is integral to the university's student retention efforts.


10General Office Duties: Perform general office duties which include assistance with special projects, processing/preparing mail, faxing, filing, copying,mailing, scheduling, greeting visitors and providing correct information while meeting work related deadlines. May provide support for faculty and/or Instructional Designer correspondence/activities as needed. Assist, plan and/or back up other eCampus staff, activities (iTeach, retreats, training and development) and areas as needed. Oversee mailing projects being distributed by eCampus (Marketing, Outreach, Orientation t-shirts, etc.) Other duties as assigned.Essential
10Record Keeping Create and maintain student records for eCampus students. Perform data entry and update all necessary student databases (Salesforce, Airtable, RegisterBlast, etc.) with student information, cases, complaints, notes, and exam information. Input and maintain student information in Salesforce (SF) case system for problems or complaints received via phone call/email. Inform appropriate staff of data inaccuracies. Prepare and distribute reports, including exam stats, SF case and course information. Verify student identity and maintain student record confidentiality according to FERPA and other university regulations. Maintain current FERPA, Title IX and other required certifications through necessary training. Create and maintain exam and testing documents as needed and file/scan all related paperwork. Purge records as necessary and adhere to UA records retention schedule. Contact appropriate company or office to shred confidential documents as necessary.Essential
30Academic Support/Student Success/Retention Services: Assist with student success outreach efforts (including surveys, feedback, etc.) and routinely make contact/calls with students to help the student succeed in the course. Assist with eCampus Enrollment and Retention efforts by preparing communication and correspondence and following up with students for non-enrollment, early intervention, midterm progress as needed. Identify, research, troubleshoot, and resolve routine problems for faculty and students including issues related to enrollment, access, password information, Blackboard and browser issues, or submitted assignments. Relay general information regarding admission to UAF online degree programs, registration, and contact info for financial aid and veteran services. Provide early follow-up and early intervention with students to ascertain that they have successfully logged in Blackboard and know their deadlines. Provide username and log in instructions for student Elmo access.Essential
50Enrollment Services: Assist in increasing eCampus student recruitment and retention by providing excellent customer service. Serve as the main point of contact for eCampus students, staff, faculty, administrators, and the public within the Center's communication network (phone, email, in-person and, online chat). Direct eCampus calls or in-person visitors to appropriate staff or office location. Serve as a general information specialist and provide information and guidance on general eCampus questions, processes, course information,registrations, exam requests, drop/withdraw processes, admissions, general overall knowledge of university offerings, university dates and deadlines and teacher certification. Perform primary switchboard responsibility and duties and provide general office and email communication. Provide faculty contact information as needed. Assist in the strategic direction of Student Engagement Services and brainstorm ways to improve service, student experience, enrollment and retention. Host and/or assist in virtual student help hours and orientation. Interpret and explain rules, processes, policies and academic regulations to students. Process student and faculty documents for enrollment, registration, eligibility, refunds, drops/withdrawals, transfers, filing, examinations and courses. Verify completeness/accuracy of submitted documents/assignments from students and faculty. Perform outreach activities as required. Prepare and distribute outreach information and materials to students and faculty as required. Coordinate with other academic departments regarding student course information as Needed. Instruct students on how to navigate eCampus website, Blackboard/Canvas, UAOnline and other university services. Provide proctoring services for ecampus Exam Services (includes eCampus course exams, other university courses, State of Alaska, national vendors, standardized testing and others as needed). Verify student identification and oversee examinations in an active manner. Determine eligibility requirements are met as needed. Provide ACCUPLACER/ALEKS and placement information if required. Interpret and enforce exam center guidelines as well as specific interpretation of exam instructions from other institutions and exam vendors. Ensure smooth operation of exam center software and train others as necessary. Maintain inventory of exam center resources. Keep the Exam Center sanitized, organized and quiet for a positive exam environment for students. Maintain current certifications for all exam vendors that have certification requirements. Document and report academic dishonesty to the Exam Services Manager. File any reports required by the testing vendor. Reviews all testing sessions completed through RPNow (or other vendors) for violations.Essential

The University of Alaska Fairbanks eCampus is seeking applicants for the Student Services Technician position.  As an integral position working in a fast-paced and fun environment, this position requires excellent communication skills, ability to work independently and within a team, and diplomacy to work with students, staff and faculty as well as other online constituents across the globe. This recruitment is open to external applicants as well as to current UA employees as a promotional opportunity or those otherwise eligible to apply to internal postings. Skills testing for applicants will be required.

This is a full-time, Grade 76, minimum $19.34/hr, 12-month, term funded position complete with a competitive salary and UA employee benefits package. This position is open until filled with the initial application review taking place on October 27, 2020.  To ensure your application is considered, apply by 11:55 pm, 10/26/2020.  Applications received after this date may not be considered. A complete application will include a resume, cover letter, and contact information for three professional references.


  • Strong interpersonal and public relations skills, including outstanding customer service skills.
  • Excellent verbal, electronic and written communication skills with attention to tact and diplomacy.
  • Ability to perform well under pressure.
  • Excellent attention to detail.
  • Employee will be expected to work extended hours or weekends as necessary.


One year office/administrative experience.


One year college coursework in related field and one year relevant experience, or an equivalent combination of training and experience.

Term Position:

This position is a term-funded position and is reviewed annually for contract renewal at the University's discretion.

Reasonable Accommodation Statement:

The University of Alaska (UA) is responsible for providing reasonable accommodations to individuals with disabilities throughout the applicant screening process. If you need assistance in completing this application or during any phase of the interview process, please contact UA Human Resources by phone at 907-450-8200.

Affirmative Action Statement:

UA is an AA/EO employer and educational institution and prohibits illegal discrimination against any individual:

Background Check:

The successful applicant is required to complete a background check. Any offer of employment is contingent on the background check.

Probationary Period:

Pursuant to University Regulation 04.07.020, new employees of the University are employed in an at-will probationary status for the first six months of employment. During the probationary period, employment may be terminated for no reason or any reason. Promoted employees also serve a probationary period with limited rights of retreat.

Public Disclosure Statement:

Your application for employment with the University of Alaska is subject to public disclosure under the Alaska Public Records Act.

University of Alaska is a Drug-Free Workplace. University of Alaska campuses are Tobacco-Free.

Training Policy:

It is the policy of the University of Alaska (UA) that all employees are required to complete training to meet the requirements of the positions they hold, and to complete the required training within a specified period to remain employed at the UA.

Contact Information:

If you have any questions regarding this position, please contact University of Alaska HR at 907-450-8200.

Advertised: Alaskan Daylight Time
Applications close:

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