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 ID: req6715

Employment Type: Part-Time Support Staff

Union Position: Non-Union

Work Schedule: The hours for this Part-Time position are Monday 1pm-6pm; Tuesday 1pm - 6pm; Wednesday 1pm-6pm; Sunday 1pm - 6pm.

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 staff by 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 SmartView 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 olat@tri-c.edu 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 FootPrints, Heat, SmartView, or Ivanti.
• Possesses working knowledge of academic technologies, (e.g., D2L’s Brightspace, Blackboard Learn, Webex, Mediasite, Respondus, SoftChalk, Qwickly, Remind, Nearpod, PlayPosit, Feedback Fruits, etc.) concepts, and online best practices and procedures with the ability to use in varied situations as it pertains to the departmental focus
• Excellent verbal, written, and interpersonal communication, team-focused support, and organizational skills
• Excellent customer service skills and proven ability to develop and sustain productive customer relationships
• Possesses basic project management skills
• Posses basic web design skills
• Possesses intermediate skills with learning management systems such as D2L’s Brightspace and Blackboard Learn
• Possesses intermediate proficiency with Microsoft 365 suite
• Ability to confidentially and discreetly handle subject matters requiring privacy and sensitivity
• Ability to work in a fast-paced, high call volume environment
• Familiarity with current trends in online learning and academic technology
• Understanding of instructional delivery strategies that technology offers to higher education
• Ability to work well with students, faculty, department staff, and management
• Ability to problem solve effectively and think creatively and systematically
• Ability to perform multiple detailed tasks, manage priorities and work within tight deadlines
• Sensitivity to appropriately respond to the needs of students and the community

COMPETENCIES

CRITICAL COMPETENCIES

• Customer Service
• Communication
• Time Utilization

VERY IMPORTANT COMPETENCIES

• Collaboration
• Adaptability
• Quality of Work

IMPORTANT COMPETENCIES

• Continuous Improvement

PREFERRED QUALIFICATIONS

EDUCATION AND EXPERIENCE/TRAINING

• Bachelor’s degree
• Demonstrated experience working with students and faculty in a higher education environment
• Demonstrated experience working with learning management systems and academic technologies such as D2L’s Brightspace, Blackboard Learn, Canvas, Mediasite, Panopto, ProctorU, SoftChalk, Respondus, Remind, Nearpod, PlayPosit, Feedback Fruits, Articulate Storyline 360, etc.
• Demonstrated experience working with emerging technologies in higher education

PHYSICAL DEMANDS/WORKING CONDITIONS

(The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• This part-time position will require the employee to work on-site in Cleveland, Ohio.
• This position may required work outside the standard College operating hours with some evenings and weekends.
• Employee will be required to have stable broadband access, and is required to be logged into Tri-C’s Webex, Microsoft Teams applications, and Jabber while they are working.
• Typically, the employee may sit comfortably to perform the duties of the job and will perform repetitive motions with hands/fingers using a computer mouse and keyboard to type. However, there may be some walking; standing; bending; and carrying of light items such as papers, files, pamphlets, books, etc.
• Work may also require walking and standing in conjunction with travel to and attendance at meetings and conferences away from the worksite

Special Note: This is a Part-Time Non-Bargaining Unit Position, Grade 11, with a Minimum Hiring Rate of: $25.00/ hour.

Special Note: If hired, you must reside in the state of Ohio and be within commuting distance of this work location/campus to respond to onsite work demands upon the employment start date and throughout the duration of your employment with the College, as outlined in 3354:1-40-01.1 Recruitment and Selection Procedure.

Special Instructions to Applicants: During the application process, you may be required to attach a cover letter and/or resume. It is recommended that you have these documents ready to be attached electronically to the online application. This system accepts only MS Word or PDF attachments. Any employment with the College is contingent upon satisfactory completion of a background check and drug screen.

Equal Opportunity Statement: Cuyahoga Community College is committed to attaining excellence through the recruitment and retention of a qualified workforce. Cuyahoga Community College is an equal employment/educational opportunity institution.