West Coast University · 5 hours ago

LMS Canvas Help Desk

United States

Full-time

Remote

Entry Level

1+ years exp

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Higher Education

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Responsibilities

Serves as the intermediary between the students, faculty, and staff reporting technical issues and the various IT and curriculum and technology departments through requirements and information gathering, troubleshooting, and clear and concise communication.

Works closely with Instructional Support leadership and senior Support Team staff to maintain online support ticket services and training avenues for academic stakeholders to ensure the entire online education experience is user-friendly, effective, and seamless.

Through assigned tickets, works directly with students, faculty, and staff to troubleshoot and resolve issues with the LMS, system passwords, publisher partner systems, video creation and hosting software, and the various university-approved educational technology solutions.

Provides level 2 support for assigned student and faculty issues escalated by the 24/7 helpdesk while assisting to monitor and identify gaps in the internal and external knowledge bases, level 1 advisor processes, and escalation procedures to ensure customer satisfaction and time to resolution are within the agreed upon SLAs.

Works on assigned tasks in the internal helpdesk systems with the Instructional Support team to provide technological assistance to students, faculty, and staff according to department service level agreements. These services include, but are not limited to, enterprise-level ticketing systems, shared support telephone line and email inbox, as well as a department processes and procedure databases.

Works with the Instructional Support team to build and update the internal process and information database to ensure all support processes are documented and easily accessible to team members.

As requested, works with Subject Matter Experts, Instructional Designers, Multimedia Developers, and external vendors to implement university curriculum and technology change requests and course and program revisions.

As requested, works with academic learning communities and Support Team members prior to course implementation and term starts to ensure all course components are working and aligned to WCU and ACC standards. Course standards include, but are not limited to syllabus maintenance, e-texts, reading and work assignments, and evaluation mechanisms such as quizzes and exams. Conducts quality assurance to ensure courses are adhering to the department support standards.

Assists in coordination and production of online, virtual, and/or face-to-face training for new and existing ground and online faculty and students to introduce best practices and technical implementation in the development of online instructional materials and online instructional methods.

Promotes cross-departmental professional development and training to share best practices, learn publisher partner technology functions, and proactively improve the student and faculty experience while ensuring university and industry standards are followed.

Supports university and campus education technology initiatives.

Qualification

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LMS SupportCanvasBlackboardD2LInstructional TechnologyQuality AssuranceHigher Education ExperienceEnterprise-level Ticketing SystemsTraining DevelopmentProcess DocumentationTechnical ImplementationTechnical Communication

Required

1+ years’ experience in education technology or related field.

1+ years’ full time work experience in higher education, with experience supporting faculty in online, hybrid, web-enabled courses utilizing instructional technology.

Experience working directly with end users to troubleshoot and resolve issues with Canvas, Blackboard, D2L or other higher-education learning management systems.

Customer service experience adhering to department service level agreements while showing patience and expertise when assisting end-users.

Associate Degree in education technology, instructional design, information technology, higher education leadership, or closely related field required.