Online Course Support – Program and Technical Assistant
JOB DETAIL
PROGRAM AND TECHNICAL ASSISTANT, ONLINE COURSE SUPPORT
USA – Remote
FHI 360 designs and implements academic, professional, cultural, and youth exchange programs for students and emerging leaders around the world. The Online Professional English Network (OPEN) Program, funded by the U.S. Department of State Bureau of Educational and Cultural Affairs, Office of English Language Programs (OELP) offers virtual exchange components such as online courses, webinars, and a Community of Practice (CoP) to English as a foreign language educators and other learners that build mutual understanding. If you have experience with programs for international students, educators or professionals, a customer service orientation, and strong technical skills, you may be the right fit to join our team of professionals committed to making learning opportunities available to English language educators and learners worldwide.
JOB SUMMARY:
The Program and Technical Assistant (PTA) reports to the Online Course Delivery Coordinator. Collaborating extensively across project teams, the position will support user account creation and course participation for the OPEN Global Program (8-week online teacher training courses offered four times per year). Responsibilities include monitoring program inboxes, providing technical support for systems access, implementing online course retention and support strategies, maintainingaccurate records, processing monitoring and evaluation data, and assisting with program finance activities.
ACCOUNTABILITIES:
Programmatic Support
– Provide administrative support including updating project calendar, inputting tasks into project management software, etc.
– Provide communication support, includingmonitoring inboxes, responding to requests related to systems access and online course participation, and providing regular course status updates to U.S. embassy staff and partners
– Support project logistics including enrollment management activities, such as coordinating placement of course participants, adding participants to course sections, processing status changes, and processing grades and other records updates. Develop certificate templates and set up their deployment in portal. Assist with creating and issuing digital badges.
– Support logistical arrangements for live online event production including registration webinars and graduation ceremonies by updating templates and content and moderating sessions.
– Support project in maintaining electronic files including but not limited to sub-award documents; extract data from systems, save files to appropriate systems of record, and handle data in compliance with data privacy requirements. Set up folders and share files with external partners.
PROGRAMMATIC ADMINISTRATION
– Contribute to the collection of data for programmatic reports and funder-requested reporting including deploying surveys, maintaining programmatic data trackers, and formatting report drafts for submission.
– Provide back-up support for other program components including Massive Open Online Courses (MOOCs), regional and post-funded courses, and Community of Practice account access.
TECHNICAL REQUIREMENTS
– Provide basic technical assistance for program systems including Microsoft Azure, Canvas, a custom database, and Canvas Credentials.
– Assist with basic analysis of survey and statistical data.
– Under supervision, provides basic technical support to periodically update an online orientation program to acclimate international participants to Canvas, online learning, and American academic culture. Facilitates the course on a quarterly basis.
FINANCE SUPPORT
– Payment processing: receive invoices in financial system of record, compile payment packages and submit for processing.
– Set up purchase orders for agreements, as needed.
– May help track cost information by using financial system reports or contacting internal units (Procurement, Accounts Payable, etc.).
BUSINESS DEVELOPMENT AND PROPOSAL MANAGEMENT SUPPORT
– As needed, support with reviewing/uploading project reports and knowledge products to the internal Knowledge Exchange.
– Mayassist with proposal document formatting and performing desk research.
EDUCATION
– Associate Degree required; Bachelor’s Degree preferred: Education, International Studies, Communication, or a related field.
EXPERIENCE
– Typically requires 0-2 years of relevant administrative experience supporting projects and/or a technical practice area. At least one year of experience in a professional setting preferred, specifically in a non-governmental organization (NGO) or education setting.
– Experience with international student advising, international exchange support, or tutoring non-native English speakers strongly preferred.
– Excellent technical skills required. Must have experience using a learning management system (preferably Canvas). Sophisticated Excel skills including experience manipulating large data sets (applying filters and formulas, merging data sets, and using pivot tables) are required. Experience with database systems (data entry and performing complex searches) and financial accounting systems preferred. Experience using Google Cloud, SharePoint, and survey and communications management systems such as SurveyMonkey and MailChimp useful.
– Strong oral and written communication skills required; please submit a cover letter in addition to a resume to describe how your skills and experience are relevant to this program and position.
– Ability to process a large volume of data with diligence and accuracy.
– Prior experience with customer service or providing online systems technical support.
– Successful candidates can keep track of overlapping program timelines, remain on-task to achieve goals independently and as part of a team, and demonstrate flexibility and creativity.
– Must be able to read, write and speak fluent English.
Competencies:
There are 31 FHI360 development competencies. The focus for this particular job will be:
- Project Management (Planning and Time Management) – accurately scopes out length and difficulty of tasks (sets objectives/goals/measures). Breaks down work into steps, schedules, task/people assignments. Marshal’s people, time, and resource efficiently. Arranges information in a useful manner and orchestrates multiple activities at once.
- Problem Solving – analyzes problems, seeks input from others and considers a variety of solutions. Chooses most efficient and effective solutions with attention to the impact that solution has on other projects and tasks.
- Technical Skills and Learning – lets go of outdated processes and procedures, seeks out resources to enhance technical skills, and readily learns new industry processes, systems and products.
- Employees are expected to possess or have high potential for development of these three fundamental competencies.
Applied Knowledge & Skills:
- Articulate, professional and able to communicate in a clear, positive manner with clients and staff.
- Must be able to read, write and speak fluent English, fluent in host country language as appropriate.
- Basic knowledge of concepts, practices and procedures with project design.
- Strong oral and written communication skills.
- Demonstrated proficiency with Microsoft Office suite software.
- Ability to problem solve and recommend corrective action as needed.
- Strong organizational and attention to detail needed to adhere to project deadlines.
- Effective communications in information shared by ensuring attention is paid to the specific components (i.e., formatting) of the communication, successful delivery and accountability for specific components (i.e., keeping timelines updated).
Problem Solving & Impact:
- Works on problems that are limited in scope.
- Problems are routine in nature and are standard procedures and policies.
- Works independently and within a team on special non-recurring and ongoing projects.
- Exercises judgment within defined practices and policies to perform duties.
- Decisions made generally affect own job or specific functional area.
Supervision Given/Received:
- Has no supervisory responsibility.
- Uses independent judgment to determine workflow and priorities.
- Receives instructions on new assignments.
- Typically reports to a Manager.
Typical Physical Demands:
- Typical office environment.
- Ability to spend long hours looking at computer screen and doing repetitive work on a keyboard.
- Ability to sit and stand for extended periods of time.
- Ability to lift/move up to 5 lbs.
Technology to be Used:
- Personal Computer/Laptop, Microsoft applications (i.e., Office 365, SharePoint, Skype/Zoom/Teams), cell phone/mobile technology, and standard office equipment.
The expected hiring salary range for this role is listed below. FHI 360 pay ranges represent national averages that vary by geographic location. When determining an offer amount, FHI 360 factors in multiple considerations, including but not limited to: relevant years of experience and education possessed by the applicant, internal equity, business sector, and budget.
Base salary is only one component of our offer. FHI 360 contributes 12% of monthly base pay to a money purchase pension plan account. Additionally, all US based staff working full-time, which is calculated at 40 hours/week, receive 18 days of paid vacation per year, 12 sick days per year, and 11 holidays per year. Paid time off is reduced pro rata for employees working less than a full-time schedule.
Hiring Salary Range: $38,000 – $55,000
This job posting summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.
FHI 360 is an equal opportunity and affirmative action employer whereby we do not engage in practices that discriminate against any person employed or seeking employment based on race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, marital status, physical or mental disability, protected Veteran status, or any other characteristic protected under applicable law.
Our values and commitments to safeguarding: FHI 360 is committed to preventing any type of abuse, exploitation and harassment in our work environments and programs, including sexual abuse, exploitation and harassment. FHI 360 takes steps to safeguard the welfare of everyone who engages with our organization and programs and requires that all personnel, including staff members and volunteers, share this commitment and sign our code of conduct. All offers of employment will be subject to appropriate screening checks, including reference, criminal record and terrorism finance checks. FHI 360 also participates in the Inter-Agency Misconduct Disclosure Scheme (MDS), facilitated by the Steering Committee for Humanitarian Response. In line with the MDS, we will request information from job applicants’ previous employers about any substantiated findings of sexual abuse, exploitation and/or harassment during the applicant’s tenure with previous employers. By applying, job applicants confirm their understanding of these recruitment procedures and consent to these screening checks.
FHI 360 will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.
FHI 360 fosters the strength and health of its workforce through a competitive benefits package, professional development and policies and programs that support a healthy work/life balance. Join our global workforce to make a positive difference for others — and yourself.
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