| Position Title: | eLearning Technical Support Specialist | |
| Location: | Big Rapids (Main Campus) | |
| Department: | 40000 - EIO BR Admin | |
| Advertised Salary: | $42,000 – 47,000 Salary commensurate with education, experience, and other requirements. Comprehensive benefits package (health care, vacation, etc.) | |
| FLSA: | Exempt | |
| Temporary/Continuing: | Continuing | |
| Part-Time/Full-Time: | Full-Time | |
| Union Group: | N/A | |
| Term of Position: | 12 Month | |
| At Will/Just Cause: | At Will | |
| Summary of Position: | The eLearning Technical Support Specialist is crucial in ensuring the university's smooth operation of eLearning platforms and technologies. This position provides technical support to students, faculty, and staff utilizing eLearning systems, resolving technical issues, and assisting in implementing eLearning solutions. This position provides support to the instructional design team as needed.
The anticipated start date for this position is March 2024. However, this is an estimated date and can be revised if needed. | |
| Position Type: | Staff | |
| Required Education: | Bachelor's degree in a related field or equivalent work experience.
The requirements listed represent the knowledge, skill, and/or ability required. Any equivalent combination of education, training, and experience which provides the required knowledge, skills, and abilities may be considered. Equivalency for education is two years of full-time related work experience equals one year of education. | |
| Required Work Experience: | A minimum of 1 year experience with online teaching and learning environments providing learning management system support to faculty and students.
Familiarity with eLearning content creation tools and multimedia software.
Two years part-time is equivalent to one year full-time. | |
| Required Licenses and Certifications: | | |
| Physical Demands: | - Office Environment
- Sitting
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| Additional Education/Experiences to be Considered: | Previous higher education experience.
Previous experience in technical support, helpdesk, or IT support roles.
Strong knowledge of eLearning platforms (e.g., Learning Management Systems like Canvas, Moodle, Blackboard), video conferencing tools, and educational technology.
Excellent problem-solving and communication skills.
Customer service-oriented with a commitment to providing exceptional support. | |
| Essential Duties/Responsibilities: | LMS User Support for :
- Provide timely and effective technical support to students, faculty, and staff using eLearning platforms, software, and tools.
- Assist users with login issues, troubleshooting technical problems, and resolving software-related concerns.
- Respond to user inquiries professionally and courteously through various communication channels (email, phone, chat, in-person).
Technical Troubleshooting:
- Diagnose and troubleshoot hardware and software issues related to eLearning platforms, ensuring minimal disruptions to online courses.
- Collaborate with eLearning/IT teams to address complex technical problems and escalate issues as necessary.
Documentation and Reporting:
- Maintain comprehensive documentation of common technical issues and solutions.
- Generate reports on support tickets, system performance, and user feedback to identify trends and areas for improvement.
Collaboration:
- Collaborate with instructional designers, faculty members, and administrators to effectively integrate technology into the teaching and learning process.
Student Employee Supervision:
- Hire, train, supervise, and evaluate student employees who provide timely and effective technical support to students, faculty, and staff using eLearning platforms, software, and tools.
- Oversee student hours worked and approve time clock entries.
Any other duties assigned within the position classification area.
Demonstrates understanding of diversity, equity, and inclusion, especially in working relationships with students, faculty, staff, and community members. | |
| Marginal Duties/Responsibilities: | Training and Guidance:
- Conduct training sessions and workshops for users to enhance their eLearning tools and systems proficiency.
- Provide guidance on best practices for using eLearning technologies effectively. | |
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