Support Specialist, Online Learning & Academic Technology

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