College: South Louisiana Community College

Department: Academic & Student Affairs

Sub department: Student Success Center

Type of Appointment: Unclassified - Administrative/Staff

Salary: $40,500-$45,500

Duties and Responsibilities: 

Work Habits - 25%
• Provide timely, clear, and solutions-focused support to students, efficiently resolving student technology issues to remove barriers to learning.
• Coordinate student help desk ticketing system in consultation with the eLearning team, ensuring timely routing and resolution of student technical and course access issues.
• Manage early-term and ongoing outreach to online learners and students at outer campuses to ensure equitable access and consistent learning experiences college-wide.
• Track support requests, identify common concerns, and document resolutions accurately.
• Develop and maintain student-centered resources, tutorials, and documentation that promote digital literacy and academic confidence.
• Maintain organized digital and physical support materials to ensure continuity of service across campuses.
• Follow consistent procedures for updating and maintaining online help resources.
• Monitor and review tutor appointments, outcome reports, and tutor referrals within the college’s appointment/reporting systems.
• Manage time and attendance for all paid tutor positions and student workers.
• Direct students to relevant campus resources that will support academic success.
• Demonstrate initiative in improving processes and adapting to evolving educational technologies.
• Develop tutoring, supplemental instruction, and technology support training materials.
• Perform other related duties as assigned.

Behavioral Standards - 15%
• Develop and maintain professional and effective relationships with students, faculty, and staff to provide exemplary service.
• Exhibit professionalism, patience, and empathy when assisting students and colleagues from all campuses.
• Explain complex information clearly and respectfully in both written and verbal formats.
• Communicate complex technical information clearly to students with varying levels of technology experience.
• Maintain confidentiality and comply with FERPA regulations and institutional data security policies.
• Uphold commitments to accessibility, inclusion, and Universal Design for Learning principles.
• Comply with applicable financial aid policies and procedures for student tutors and supplemental instruction leaders.
• Demonstrate reliability through punctuality, accountability, and consistent follow-through on assignments.
• Predictable and reliable attendance is required to provide consistency and continuity of educational services.
• Stay current with institutional technology updates, student success strategies, and emerging online learning practices.
• Foster an inclusive, student-centered service culture that encourages confidence and engagement regardless of campus location or learning modality.

Institutional Support - 20%
• Maintain files and records of tutoring activities, help desk requests, and usage statistics for accurate reporting, program review, and informed decision-making.
• Collect and analyze campus-wide service data to identify trends, assess equity of access, and drive continuous improvement.
• Collaborate with the Academic Service Director to develop and maintain content for the tutoring and writing center webpages, including information on tutoring, student technology resources, and support materials.
• Remain current on applicable software systems, including Banner/LoLA, Canvas, Office 365, ConexEd, Degree Works, and calendar/scheduling software.
• Troubleshoot and request support from IT for adequate performance of resources and technology tools used by students and staff.
• Support college-wide student success initiatives through orientations, resource design, and skill building workshops delivered virtually and in person.
• Contribute to integrated planning with library and eLearning teams to deliver coordinated academic support services.
• Participate in college-wide student service events, meetings, and training sessions as applicable.
• Provide guidance and support for online/virtual tutoring and academic coaching services.

Team Relations - 15%
• Coordinate with Campus Administrators to provide integrated tutoring and student technology support services on each campus.
• Collaborate with faculty members to identify potential student tutors and supplemental instruction leaders, and to address student technology needs.
• Serve as liaison among IT, tutoring staff, library staff, the Associate Director of eLearning, and the Instructional Designer to synchronize technology and tutoring support across locations.
• Collaborate with ADA coordinator to ensure understanding of ADA regulations and accommodations for both tutoring and online learning environments.
• Work collaboratively with librarians and academic support staff from all campus locations to promote cross-service coordination.
• Share observations about student challenges across campuses to inform the design of proactive, inclusive solutions.
• Offer peer support and participate in cross-training that strengthens service coverage across multiple sites.

Leadership - 25%
• Work with the Director of Academic Services, faculty, and staff to design and implement an integrated academic assistance and student technology support model that improves student success across all campuses.
• Manage daily operations of the tutoring and writing Center, including tutoring services, supplemental instruction, and student technology support.
• Supervise and evaluate peer tutors, student support personnel, and faculty volunteer tutors.
• Adhere to the center budget and provide bi-weekly reports on the budget.
• Offer insight to the Director of Academic Services on budgeting.
• Evaluate programs and services offered by tutors, supplemental instruction leaders, and volunteers/committee members, including seminars, workshops, and training sessions.
• Develop and implement policies and procedures for coordinated delivery of tutoring and student technology support services.
• Provide strategic direction for expanding student-focused support services to ensure equity across the main and outer campuses.
• Coordinate the selection, training, scheduling, and evaluation of tutoring staff.
• Identify incentives, opportunities for personal enrichment, and recognition for community volunteers and student staff.

Minimum Qualifications: 

• Associate degree
• A minimum of 2 years of tutoring, teaching, training, or academic coaching/counseling experience.
• Experience working with students who are experiencing academic difficulty, as well as individuals across various educational levels and cultural groups.
• Experience providing direct customer service or technical support in an educational setting.
• Experience with LMS usage and support (Canvas preferred).
• Strong computer skills, including troubleshooting, using data tables, and proficiency with common desktop and online office applications (Microsoft Office).

Required Licenses or Certifications: 

Valid, unencumbered driver's license

Preferred Qualifications: 

• Bachelor's degree

Benefits: As a member of the Louisiana Community and Technical College System, South Louisiana Community College has an attractive benefits package with a wide variety of benefit options. Benefits offered include retirement, multiple medical insurance options, supplemental insurances (dental, term life, disability, accident, vision, etc.), Tax Saver Flexible Benefits Plan (saves tax dollars on some child care and medical expenses), holidays (14 per year, typically includes longer break at Christmas), generous annual (vacation) and sick leave benefits and Employee Assistance Program. Specific benefits depend on job category, percent effort and length of employment.

Passing pre-employment criminal background screen is required as a condition of employment. South Louisiana Community College is an equal opportunity/equal access employer. South Louisiana Community College is a State As a Model Employer (SAME) agency that supports improved employment opportunities for individuals with disabilities.