Instructional Technology Support Consultant

Job Title:

Instructional Technology Support Consultant

Position type: 03+ months contract with extn

Location:

100% remote

Work Schedule:

14 hours/week Working hours will be at the candidate and supervisor's discretion. Some overlap with FTEs (M-F ~10am-7pm) is required--especially in the beginning.

* Top 3 technical or soft skills you'd like to see that will lead you to request an interview:

-LMS (Learning Management System) administration--Canvas preferred but any system would be considered for the right candidates
-General office/remote work tools (Microsoft 365, Google Workspace, Zoom)
-Ability to troubleshoot user concerns

* The candidate will answer tickets related to the Canvas Learning Management System, meet with faculty to troubleshoot Canvas issues within their courses, and complete other instructional technology tasks as needed.

* The high-level overview of the IT Support Assistant template seems to be the most accurate that I could find - This role provides primary tier one telephone and remote support for user technologies.

* This role provides primary tier one telephone and remote support for user technologies.

* Process work in queued ticketing system, closing or escalating tickets and issues, documenting resolution in ticketing or knowledge management system to help resolve similar problems more quickly in future. May serve as backup for walk in or field support. May help with light repairs or providing support for internal IT related services.

* Diagnose and resolve computer related problems in hardware, applications, and operating systems, including issues related to installations and configurations. Provide primary support to resolve issues relating to computer and printer repair. Ensures documentation is accurate and updated regularly.

* May monitor computer lab resources and computing environment for errors and ensure optimum up time of resources.

* Track all client interactions and document work process. May support students' users in computer labs.

* Identify opportunities to improve customer satisfaction, technology, and processes and contribute to a team environment by working collaboratively.

* Requires experience troubleshooting tier one Mac and Windows OS and related experience supporting email and desktop applications.