Job Overview

Provide tier 2 customer support for the enterprise systems and services that make up the university’s eLearning ecosystem. Identify, monitor, and report support themes and work collaboratively with IT Service Desk, system administrators, service owners, other eLearning partners, and unit level teams to provide holistic support and facilitate continuous service improvement.

Essential Functions

• Work closely with the IT Service Desk, tier 1 vendor support teams, and System Administrators to provide superior customer service for “how-to” help and incident response for all learning related technologies and services.
• Provide direct customer support for learning technologies including in-depth diagnostics, troubleshooting, and problem-solving.
• Consult with community members in order to provide tool recommendations that meet user needs.
• Identify systemic issues and coordinate with the appropriate teams.
• Maintain up-to-date knowledge of emerging eLearning technologies.
• Conduct testing and configuration of tools as feature changes occur.
• Evaluate and recommend updates to incident models.
• Perform related duties based on departmental need. This job description can be changed at any time.

Required Education

• Associate's Degree in Information Technology, Information Systems, or related field.
• Four (4) years of relevant work experience and/or other specialized training can be used in lieu of education requirement.

Required Experience

• Two (2) years of experience and/or training includes basic to intermediate level installing and supporting PC and laptop hardware and software.
• Experience may include Desktop support Technician, Support Center Analyst, Microsoft Certified IT Professional or Microsoft Certified Systems Administrator certification.
• Ability to effectively communicate issues and resolutions to customers, other support teams and all levels of the organization.
• Experience supporting or administering Learning Management Systems (LMS). 
• Strong technical aptitude and ability to research & solve complex issues independently.
• Ability to work collaboratively and independently with professional staff members across multiple divisions at a research-intensive university.
• Advanced understanding of eLearning technologies and their application in a higher-education learning environment.
• Customer-service orientation, attention to detail, and creativity in problem solving.

Additional Qualifications Considered

•    Experience providing technical support and training on the use of learning technologies to faculty, staff, and students.
•    Experience with course evaluation and or survey related software.
•    Knowledge of best practices in data analysis and report generation.

Physical Requirements/Work Environment