Alabama State University, Office of Technology Services, invites application to fill the IT Support & Digital Services Coordinator position.  This position will provide frontline technical support and oversee the administration of key digital service platform, including enterprise forms/workflow systems and campus identification services.  This role plays a critical part in enduring smooth day-to-day operations of the University's ID Office, managing card production systems, and supporting the use of platforms like Softdoc for digital forms and approvals.  This is a highly visible, cross-functional position that supports academics, and administrative, student service units.

Duties and Responsibilities: 

• Serve as a Tier I/Tier II technical support representative, resolving user issues related to accounts, devices, and campus applications
• Manage and respond to help desk tickets using the University's ticketing platform, escalating
• Provide excellent customer service to students, faculty, staff , and campus visitors
• Administer digital workflow and document management platforms such as Softdocs, supporting e-forms, routing logic, and automated approvals
• Partner with department to build, test, and launch digital forms that streamline university operations
• Train end-users, troubleshoot issues, and maintain documentation and permissions for form workflows
• Oversee the daily operations of the University's ID Office, ensuring efficient service for students, faculty, and staff
• Coordinate the production and distribution of university ID cards, including support for card printing systems and self-service technologies
• Serve as the primary point of contact for vendors supporting ID hardware/software (e.g. badge printers, access systems
• Plan and implement automated ID and security technologies in coordination with IT leadership and Public Safety
• Represent and promote ID card services to internal stakeholders and external partners
• Monitor inventory and ensure continuity of service during peak issuance periods
• Develop and implement operations policies and standard operating procedures for ID services and digital workflow systems
• Identify opportunities to increase efficiency, reduce manual processes, and improve service experience
• Generate usage reports, track service metrics, and propose enhancements to improve operations

Associate's degree in Information Technology, Business Systems, Communications, or related field. 2-3 years of experience in technical support, services operations, or digital platform administration, experience supporting enterprise forms platforms and/or ID card management systems, demonstrated ability to work with technical systems, communicate with no-technical users, and manage multiple priorities.

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