Learning Technology Specialist

Center for Distributed Learning

The Center for Distributed Learning (CDL) serves as the central agent for online learning at UCF, providing leadership in distance learning policies, strategies, and practices. CDL supports and expands student access to education through the advanced application of instructional technology, data analysis, policy, and strategic planning for distributed learning programs and courses. We collaborate with internal and external partners to investigate, design, deliver, assess, and support online learning through faculty development, course production, and research, which are all aligned with institutional goals.

UCF’s Center for Distributed Learning invites applications for two Learning Technology Specialist I positions. The Learning Technology Specialist I provides front‑line support for the institution’s learning technologies by assisting faculty, staff, and students with general technical issues related to the Learning Management System (LMS) and associated instructional tools. This role serves as a primary point of contact for incoming support requests, including phone, email, and ticket‑based inquiries, ensuring timely and effective resolution of user issues.

These positions are 40 hours per week and support CDL’s extended support hours. Both positions share the same responsibilities and requirements.

Employment is subject to funding availability and may cease when funding is depleted.

• Provide exceptional customer service and real‑time user support through phone, chat, virtual sessions, screen sharing, and guided walkthroughs.
• Troubleshoot technical issues, resolve standard support requests, and appropriately escalate complex or high‑impact concerns.
• Maintain accurate support records by documenting troubleshooting steps, resolutions, and relevant case details within the ticketing system.
• Provide technical support for the LMS and instructional tools by addressing user inquiries and ensuring reliable operation of supported technologies.
• Conduct system testing, evaluate updates, and assist in identifying and resolving functionality issues affecting learning technologies.
• Create and maintain user guides, FAQs, knowledge base articles, and other support documentation.
• Assist in planning and delivering training sessions, workshops, webinars, and one‑on‑one support for faculty, staff, and students.
• Collaborate with colleagues to share best practices, implement new technologies, and enhance the user experience.
• Monitor user feedback and support trends to identify opportunities for process improvements and technology enhancements.
• Stay informed of emerging instructional technology trends and contribute to discussions regarding new tools, features, and support strategies.
• Perform other duties as assigned.

• Bachelor’s degree; or high school diploma (or equivalent) and 4 years of relevant work experience in lieu of a degree; or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).

• Experience providing technical support or customer service in a high‑volume environment, including support delivered via phone, email, chat, or ticketing systems.
• Experience assisting users with varying levels of technical knowledge and providing clear, professional support to resolve questions or technical issues.
• Experience troubleshooting hardware, software, web‑based applications, LMS, or other technology platforms.
• Experience using a ticketing system to track, manage, document, and resolve support requests.
• Experience utilizing generative AI tools or AI‑assisted technologies to support customer service, technical support workflows, documentation creation, or productivity.
• Experience creating, updating, or maintaining support documentation, knowledge base articles, user guides, FAQs, or other instructional resources.
• Experience supporting technology‑related training, workshops, webinars, orientations, or one‑on‑one user assistance.
• Familiarity with LMS, instructional technologies, educational software, or higher education technology environments.

• Benefit packages, including Medical, Dental,…