To advance the College's mission, vision, principles, values, and strategic initiatives by delivering the highest quality testing services to students, faculty, and the public.

Kirkwood Test Center supports students, faculty, and the community by delivering accurate, efficient, and secure testing services. We have three locations--in Cedar Rapids, Coralville, and Hiawatha--and we provide training and support for test proctors at other Kirkwood locations.

Under the direction of the Supervisor, the Support Specialist plays a visible, responsible, and versatile role in ensuring the smooth day-to-day operation of the Test Center. This position serves as a shift lead and team lead at the Cedar Rapids Test Center, assisting the Supervisor in organizing and assigning the work of part-time staff to ensure high-quality, consistent service delivery. The Support Specialist models best practices and helps foster a culture of professionalism, accuracy, and accountability among the team.

This position maintains the Test Center's web-based appointment system and serves as the location's primary point of contact for faculty, other campus departments, and third-party exam sponsors. The role requires organizational skills, the ability to prioritize tasks, and discretion and sound judgment when navigating ambiguity, handling confidential information, and managing academic integrity concerns. In addition to providing front line customer service, the Support Specialist provides training and support to faculty and may lead onboarding or ongoing training for part-time staff.

The regular working hours for this position are 8 a.m. to 5 p.m., Monday through Friday, at the Kirkwood Main Campus in Cedar Rapids. Infrequent evenings, weekends, or work at other locations may be required.

• Advocate for Continual Improvement: Empowering each other to identify opportunities for excellence.
• Collaborate with Mutual Accountability: Working together with a willingness to take ownership and account for our actions.
• Champion Service: Anticipating needs and create a welcoming, diverse, and inclusive environment.
• Perseverance: Commitment to excellence even in the face of adversity or delay in achieving success.
• Lead: Regardless of title, through positive influence.

• Deliver high quality, front line customer service to faculty, staff, external stakeholders, and approximately 20,000 test takers each year.
• Serve as shift lead at the Main Campus Test Center by helping organize and assign the work of part-time staff during assigned shifts.
• Assist the Supervisor in shaping and executing the strategic plan for the Test Center by providing operational feedback, supporting the implementation of new initiatives, and modeling best practices for part-time staff.
• Maintain the Test Center's scheduling system, approve faculty exam submissions, and coordinate with exam sponsors for third-party testing.
• Enforce Test Center rules and uphold academic integrity, exam security, and student conduct procedures.
• Maintain confidentiality of exam materials, testing processes, demographic information, and academic records.
• Administer exams according to Test Center procedures and industry best practices, verify test taker identification, distribute and collect materials, and monitor test sessions.
• Maintain up-to-date working knowledge of Test Center procedures, institutional policies, and third-party exam sponsor requirements.
• Identify, document, and report academic integrity or student conduct concerns, collecting evidence as needed.
• Provide accommodations by reading exams aloud or acting as a scribe for students with disabilities, and administer Virtual Test Center exams.
• Troubleshoot and provide basic technical support on Test Center computers.
• Quickly learn and use new procedures and technologies at a level of proficiency required for the duties of the position. The introduction of new procedures and technologies generally does not fundamentally change the job description or make the position one that involves higher-level duties.

• Complete work accurately (with few or no errors), efficiently, within deadlines, and with minimal supervision.
• Report to work on time, work scheduled shifts, provide sufficient notice of need for absence, and minimize unscheduled absences, tardiness, and early departures from work.
• Manage time and workload effectively to meet deadlines and consistently perform at a high level during busy and non-busy periods.
• Communicate clearly and effectively, both verbally and in writing, and listen and comprehend well.
• Make thoughtful, well-reasoned decisions and exercise good judgment, resourcefulness, and creativity in problem solving.
• Demonstrate self-motivation, complete tasks without being asked or reminded, proactively identify problems and propose solutions, and adapt to new challenges and unexpected changes.
• Respect colleagues, work well as part of a team, and make valuable contributions to help the group achieve its goals.
• Possess the required skills, knowledge, and abilities to competently perform the essential functions of the job. 
• Consistently seek ways to strengthen performance and monitor new developments.

The statements contained herein reflect general details as necessary to describe the essential duties/responsibilities and performance expectations of the job, which should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned.

Position involves working in an office setting. 

• Occasional (10-33%): Standing, pushing, pulling, grasping. 
• Frequent (34-66%): Reaching, viewing a computer, and other close types of close visual work. 
• Constant (67-100%): Sitting, walking, repetitive motion, talking, and hearing. 

• Equivalent to 3 years of employment experience in an office or higher education setting OR an associate's degree.
• Able to operate various office technologies, including PC workstations, multifunction printers, and multiline phones.
• Knowledge of standard office software, including Microsoft Office, and experience working with email, calendar, and appointment-setting systems.
• Must be eligible and maintain eligibility to administer third-party exams such as ACCUPLACER and Pearson VUE.

• 1 year of experience as a team lead or a shift lead in a team-oriented position.