Student Services Technician

Apply now Job no: 516160
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: 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. Other duties as assigned.Essential
10Learning Management Support: Coordinate with other academic departments regarding exam and student course information. Assist the design team with course preflight, setting LMS observer access for high school Advantage mentors/teachers and other duties as needed. Prepare course exam materials within Blackboard, Orion network and maintain the eCampus exam drawerEssential
10Record Keeping: Create and maintain student records for eLearning students. Perform data entry and update all necessary student databases (Salesforce, 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 certification through necessary training. Create and maintain hard copy documents for eLearning. File all enrollment related paperwork, including scanning exams and other assignments back to appropriate parties. 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 Student Services by preparing communication and correspondence and following up with students for early intervention 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 financial aid contact information to students as needed. 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. Monitor the feedback and assignments within Blackboard Student Success Lab.Essential
40Enrollment 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 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, 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 strategic direction of Student Services and brainstorm ways to improve service, student experience, enrollment and retention. Interpret and explain rules, processes, exam 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. Process, copy and forward documents to appropriate eCampus staff and/or UA personnel as needed. Perform outreach and intervention activities as required. Prepare and distribute outreach information and materials to students and faculty as required. Instruct students on how to navigate eCampus website, Blackboard, UAOnline, and other outside course software applications. Utilize Banner as necessary. Proctor exams for UA students and other universities. Verify student identification and oversee examinations in an active manner. Determine eligibility requirements are met as needed. Provide ACCUPLACER and placement information if required. Interpret and enforce exam center guidelines as well as specific interpretation of exam instructions from other institutions. 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.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 current UA employees as a promotional opportunity or those otherwise eligible to apply to internal postings.

Education & Experience

  • 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.


Strong interpersonal and public relation 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.

Typical Experience:

One year office/administrative experience.

Required Education or Training:

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


Complete the UA online application, attach a resume, attach a cover letter detailing any related experience or specialized skills you may have, and upload a list of three (3) references with their current phone and email contact information.

This position is open until filled with the initial application review taking place on 1/4/2021. Applications must be received prior to 11:55 PM Alaska time on 1/3/2021 to ensure consideration. This position will remain open until filled.

This position is a full-time,  Grade 76, minimum $19.34/hr, 12-month position complete with a competitive salary and UA employee benefits package.

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:


Pursuant to Board of Regents’ Policy 04.01.055.B, temporary, extended temporary, adjunct, student, casual labor, regular new hire probationary employees and those positions designated by the president as officers and senior administrators of the university are employed at-will.

Background Check:

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

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 Standard Time
Applications close:

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