Job Description

PRIMARY JOB OBJECTIVES:

  • Triage and coordinate helpdesk ticketing platform
  • Maintain Educational Technology support web forms, support portals and self-service knowledge bases
  • Participate in LMS support relationship with contracted vendors
  • Complete special projects as assigned by leadership team

DUTIES AND RESPONSIBILITIES:

Triage and coordinate helpdesk ticketing platform

  • Assist and/or deliver training to new staff on how to use the Educational Technology ticketing platform
  • Create and maintain processes and procedures related to the operation of the Educational Technology ticketing platform
  • Assist and/or provide usage reports to E-Learning leadership
  • Participate in user account management
  • Maintain detailed process and procedure documentation

Manage E-Learning support web forms, support portals and self-service knowledge bases

  • Create and maintain educational technology support ticket inquiry web forms for academic partners
  • Create and/or maintain applicable support portals
  • Moderate applicable self-service knowledge bases

LMS support relationship with contracted vendors

  • Attend monthly update meeting with applicable LMS representatives
  • Review and communicate pertinent information to E-Learning Support and E-Learning Services staff

Complete special projects as assigned by leadership team

Qualifications:

Competencies:

  • Enthusiasm for training and mentorship
  • Experienced in leadership qualities and skills
  • Strong attention to detail, commitment to a quality E-Learning team and staff
  • Strong analytical skills and comfort working in a fast-paced environment
  • Excellent teamwork, communication and organizational skills
  • Must be technologically independent and able to work as part of a virtual team
  • Self-motivated with the ability to track, prioritize and follow-up on multiple projects and new hires
  • Basic data analysis and evaluation skills
  • Knowledge of learning management systems (LMS)
  • Strong project management skills
  • Excel at quickly processing and resolving issues

Preferred Experience:

  • Prior E-Learning Technology experience
  • Experience with Learning Management Systems (LMS) such as Blackboard, Canvas, Moodle or Sakai
  • Experience working in an academic setting in higher education and institutional operations
  • Experience in mentorship or account management type of role

Education and Certification:

  • Bachelor’s degree or related customer service experience required

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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