Technical Records Specialist 2 (Hybrid Eligible)

Job Summary/Basic Function:

Provides technical support for programs and organizational activities to convey information, determine compliance, and resolve controversial situations; acts as a resident expert in the implementation and maintenance of technical program guidelines; perform related work.

This position may have the opportunity to work hybrid where a mix of in-person work from a Boise State worksite and an alternative work location, within the state of Idaho, is utilized. Candidates must be able to work on-site as needed.

Department Overview:

The Division of Extended Studies is on a mission to extend higher education beyond traditional boundaries. Our collaborative teams expand student access and improve student success with innovative programs that reach across our metropolitan area, Idaho and beyond. We facilitate online education, community-based programs, concurrent enrollment at high schools, summer sessions, continuing education programs and other lifelong learning options. Join us!

Extended Studies Customer Services Team is the in-person, front-facing support for programs within the division. We provide both student and departmental support through phone, email, and in-person assistance. This assistance includes course setup, registration, payment, and online registration support for the Osher Lifelong Learning Institute, K12 Professional Development, Professional and Continuing Education, and Concurrent Enrollment.

Level Scope:

Applies skills and job knowledge in area of specialization; may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.

Essential Functions:

● This class is distinguished from the Technical Records Specialist 1 by the requirement for the use of judgment, discretion, and interpretation of a variety of complex guideline policies and procedures for different programs within a related field. The incumbent is responsible for the final work and any consequence of error. The work requires extensive knowledge of department programs and objectives. The program knowledge is of such a complex nature that it typically takes new incumbents a substantial amount of time to learn. Incumbents function with considerable independence and exercise discretion in applying policies and procedures.
● Incumbents perform complex and difficult program support functions for multiple or highly specialized programs. Incumbents have the authority, knowledge, and judgment to devise solutions that fall outside existing policies and procedures. The work requires problem solving and negotiation skills with authority to act on decisions made. Incumbents serve as a program expert; and provide guidance and assistance regarding complex program rules and regulations to office staff and external customers. Due to the nature of the work, incumbents have frequent contact with internal and external customers, which requires good public relation skills. Incumbents function with considerable independence and exercise discretion in applying policies and procedures. The work requires extensive knowledge of department programs and objectives. Incumbents may supervise support staff or perform leadwork duties.
● Admission and student academic and non-credit program support functions including:

• Evaluate applications and determine appropriate courses of action for admitting and registering undergraduate and graduate students.
• Identify opportunities to improve processes and stream-line procedures related to admission and registration.

● Internal and external customer support including:

• Provide outstanding customer support via telephone, electronically, and face to face.
• Obtain and evaluate all relevant information to handle service inquiries.

● Research and resolve system, process and customer service related issues including:

• Investigate student registration and payment issues to identify and propose long-term solutions.
• Identify and troubleshoot system problems that affect course input, student registration, fee calculation and schedule production in the registration systems.
• Assist students, faculty, and staff with problems, issues and concerns related to all programs offered through the Division of Extended Studies.

● May perform other duties as needed.

Knowledge, Skills, Abilities:

● Some knowledge of: supervisory practices and data management.
● Experience: conducting sensitive fact finding interviews; storing, retrieving and compiling information in a report format using database software and using spreadsheet software.
● Ability t