Support Specialist, Online Learning & Academic Technology

Support Specialist, Online Learning & Academic Technology

Support Specialist, Online Learning & Academic Technology

Department: Online Learning & Academic Technology

Location: Jerry Sue Thornton Center

Reports To: Executive Director

Recruitment Type: External/Internal

Requisition :req
6715

Employment Type: Part-Time Support Staff

Union Position: Non-Union

Number of Openings: 1

Job Description:

SUMMARY

The Online Learning & Academic Technology Support Specialist provides technology support for faculty and students, College-wide training for online technologies, and is part of the internal College-wide OLAT Help Desk team. The Online Learning & Academic Support Specialist will use specialized knowledge to provide technical assistance in learning management system (LMS) administration, Level 2 and Level 3 help desk liaison support, and institutional online content management to the College.

This position coordinates and completes technical assignments related to the Level 2 Help Desk (LMS and academic technology issues) by working closely with the Online Learning and Academic Technology (OLAT) staff, faculty and administrative departments, and students to promote faculty and student success.

ESSENTIAL FUNCTIONS

• Resolves Level 2 (L2) and Level 3 (L3) Help Desk tickets for the College’s Learning Management System (LMS), Blackboard Learn, and D2L’s Brightspace within the Helpdesk queues
• Assists the OLAT staffby testing and troubleshooting academic technology issues
• Collaborates with LMS administrators, project manager, instructional designers, the lecture capture administrator and the Learning Excellence team to resolve Level 2 LMS, Mediasite, and other academic technology issues
• Conducts research relative to LMS and other academic technology problems and usage
• Uses Smart View to keep accurate records of all interactions concerning Help Desk issues
• Creates, refines, and contributes to articles, support documentation and videos as needed for L2 Help Desk usage and Mediasite channels
• Acts as the first point of contact for Help Desk-related emergencies and college-wide LMS and Academic Technology issues, and works with the Executive Director to assist with college-wide communications
• Serves as the technical liaison with third-party related academic software/technology when L2 Desk issues arise
• Organizes, creates and maintains the department Knowledge Base (KB), including overseeing the updating and standardization of all articles/items
• Assists LMS administrators with analyzing logs, outage research and testing, and other tasks as needed
• Assists with the tracking of support ticket data to provide summaries and recommendations for improved support
• Responds to technical questions from (Use the "Apply for this Job" box below). and other team email addresses
• Provides help desk support for faculty and students for D2L’s Brightspace and other academic technologies
• Assists in facilitating online technology process workshops for faculty, program managers, faculty coordinators and deans both face-to-face and virtually
• Assists in the creation, training, and deployment of asynchronous/synchronous learning support resources for faculty and students in a variety of delivery modes
• Implements and evaluates the success of solutions, and OLAT’s faculty and student support programs
• Collaborates with ITS, faculty development, instructional design, and student services areas to identify training gaps and provide training for faculty and students on the use of the College’s academic technologies
• Creates digital forms for OLAT using Survey Monkey or MS Forms
• Serves on college-wide committees, work groups, taskforces, etc.
• Performs other duties as assigned

REQUIRED QUALIFICATIONS

EDUCATION AND EXPERIENCE/TRAINING

• Bachelor’s degree or equivalent experience may substitute for education
• Customer service/technical support related experience in a customer support environment
• Demonstrated experience working in a technology-enabled work environment
• Demonstrated experience in a role requiring diverse problem-solving methods in a variety of situations

KNOWLEDGE,

SKILLS and ABILITIES

• Understanding of helpdesk ticketing systems such as Foot Prints, Heat, Smart View, or Ivanti.
• Possesses working…