What are the responsibilities and job description for the LMS Support & Learning Technology Specialist position at Logistics Systems Inc?
Work Hours | 0700–1600 Mon–Fri | Core Hours: 0800–1500 |
Location | Fort Leavenworth, Kansas (Remote authorized during emergencies) |
Clearance | Tier 1 (T1) Suitability – U.S. Citizenship required for NIPRNET |
Position Summary
The Help Desk Support Specialist provides on-premises and virtual technical support to CGSC students, administrators, Course Directors, staff, and faculty using the Canvas/ASU Ecosystem LMS. Specialists receive, triage, and resolve incoming tickets across three support tiers — Student Assistance, Administrative Support, and Course Director Administrative Support — in accordance with PWS performance standards.
Minimum Qualifications
- Experience with Canvas LMS or comparable Learning Management Systems
- Familiarity with help desk ticketing systems and support workflows
- U.S. Citizenship (required for NIPRNET access)
- Ability to obtain and maintain a favorable Tier 1 (T1) suitability/background check
- Strong customer service and troubleshooting skills
- Ability to work independently and prioritize competing requests
Key Responsibilities
Ticket Management
- Receive, prioritize, and input all help desk requests into the ASU Ecosystem ticketing system within four (4) hours of receipt (100% compliance required)
- Resolve tickets within three (3) business days, 98% of the time
- Log remediation steps, reasons for delay, and expected completion timeframes for tickets exceeding standard resolution time; report weekly to COR
- Maintain and report monthly ticketing statistics to the Site Lead for submission to the COR
Support Tiers & Priority Levels
- Student Assistance (Lowest priority): Analytics, announcements, course content access, discussions, grades, assignments, quizzes, groups, web conferences. Elevate to medium priority when a student cannot access system resources.
- Administrative Support (Medium priority): Account-level settings, admin analytics, user management, course creation/modification, grading tools, blueprint courses, SIS data, and more. Elevate to high priority when faculty cannot access or interact with student grades.
- Course Director Administrative Support (Highest priority): Analytics, course content, student grades, reports, quiz submission logs, SIS data, and user information for Course Directors.
General Duties
- Maintain a professional appearance consistent with a business casual academic environment
- Clearly identify themselves by name and company affiliation in all interactions (phone, email, in-person)
- Safeguard all Government equipment, information, and property at the close of each work period
- Report suspicious activities to security personnel immediately
- Assist with collection and analysis of LMS usage metrics, user adoption trends, and training effectiveness data.
Preferred Qualifications
- Interest in instructional technology, learning analytics, or educational data
- Experience with Microsoft Power BI, Excel analytics, or reporting tools
- Experience supporting faculty, curriculum development, or adult learning environments
- Current student or recent graduate in education, instructional design, data analytics, information systems, or related field
Salary : $35,000 - $50,000