LMS Support Technologist - Faculty Affairs

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LMS Support Technologist

The LMS Support Specialist is responsible for providing faculty, staff, and students with timely and professional support for Learning Management Systems technology solutions. The position will provide high-quality technical support for LMS systems and services via phone or email as well as conduct face-to-face and virtual training. Works actively to analyze problems related to software, recommend software solutions based on analysis of needs, and direct users to appropriate alternative solutions, when appropriate.

The Support Specialist must demonstrate a strong commitment to user success, provide exceptional customer service, and possess outstanding prioritization, analytical, and problem-solving skills to deliver mobile-friendly, user-centered solutions to LMS challenges. Work is performed under general supervision and performance is based upon completion of assignments and results obtained. The performance evaluation is conducted through the performance evaluation system and in accordance with the University Policies & Procedures.

Reports to:

Associate Director of Learning Management Systems

Supervises:
No supervisory responsibilities

May include, but not limited to the following:

• Serve as the escalation point for LMS issues that Tier 1 support cannot resolve.
• Troubleshoot common LMS issues including missing enrollments, broken/missing content, assignment or gradebook configuration questions, course copy issues, browser problems, media playback issues, and student access problems related to course settings.
• Assist faculty with course setup questions, feature usage, and general LMS navigation.
• Test and replicate issues before escalation to LMS administrators or vendors.
• Track recurring issues and recommend improvements to training, documentation, or workflows.
• Deliver short training sessions or quick demonstrations for faculty and staff on everyday LMS tasks.
• Support small group or one-on-one training on LMS basics, course setup, communication tools, and content management.
• Maintain a customer-centered, supportive approach to interactions with users.
• Write clear, accurate knowledgebase articles, step-by-step guides, FAQs, and troubleshooting documents.
• Create short video demonstrations or annotated screenshots to support user self-help.
• Update documentation as system features or university workflows change.
• Ensure documentation meets university accessibility and clarity standards.

• Stay informed about LMS product updates, release notes, and university-specific guidelines.
• Assist with LMS testing, feature reviews, and classroom technology refreshes as assigned.
• Support peak academic periods with increased availability.
• Participate in departmental meetings, groups, and project teams.
• Performs other duties as requested.

Associate degree in information technology, educational technology, computer science, or related field. Bachelor s degree or equivalent combination of education and experience preferred.

1-2 years of experience in technical support or end-user computing required. LMS support experience (Canvas preferred), software troubleshooting, higher education environment preferred.

Regular and reliable attendance at the University during regular scheduled days and work hours is an essential function of this position.

All employees share the responsibility of maintaining information security and privacy requirements within the university by adhering to Federal and State regulations, and TWU Policies & Procedures.

• Working knowledge of web-based applications and LMS workflows.
• Ability to troubleshoot basic LMS content issues, browser conflicts, and course-level configuration issues.
• Strong customer service and communication skills.
• Ability to explain technical information clearly.
• Skill in writing accessible, user-friendly documentation.
• Basic understanding of FERPA, accessibility, and data privacy expectations.
• Ability to prioritize tasks in a fast-paced environment.
• Ability to work collaboratively with departments and IT team.

The physical…