Online Learning Technology Support Specialist

Online Learning Technology Support Specialist

Department : Online Learning and Academic Technology

Location : Jerry Sue Thornton Center

Reports To : Director, OLAT

Recruitment Type : External / Internal

Requisition ID : req4010

Employment Type : Part-Time Support Staff

Union Position : Non-Union

Work Schedule : TBA 5 Hour Days (Monday, Tues, Wed, Thursday)

Number of Openings : 1

Job Description : SUMMARY

SUMMARY

Thispart-time position provides technology support forfaculty and students and college-wide training for online technologies.

In addition, the OLTSS is the subject matterexpert to faculty and students as it relates to the learning management system (BlackboardLearn), and other online learning technologies.

ESSENTIALFUNCTIONS

• Provides help desk support for faculty and students for Blackboard Learn and other online LMS technologies
• Assists faculty and students with orientation to and navigation of the Tri-C online learning environment
• Assists in facilitating online technology process workshops for faculty, program managers, faculty coordinators and deans both face to face and virtually
• Assists in development of metrics to track, collect, and interpret data related to faculty and student satisfaction in alignment with student progress and completion
• 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 faculty and student support programs
• Collaborates with faculty development and student services areas to provide training for faculty and students on the use of the College's other online learning technologies
• Collaborates with the online learning and Tech Support Specialists in OLAT and ITS to identify faculty needs and training gaps
• Works collaboratively with the Specialist, Interactive Learning Designers (SILD) (s) to assess the needs of faculty in order to design, develop and implement the most pedagogical and technically appropriate solutions
• Performs other duties as assigned

REQUIRED QUALIFICATIONS

EDUCATION ANDEXPERIENCE / TRAINING

• Bachelor's degree
• Significant experience may substitute for education
• Minimum of two years of customer service / technical support related experience in a customer support environment
• Demonstrated experience developing electronic instructional materials and conducting technical demonstrations or workshops
• Demonstrated experience working in a technology-enabled work environment
• Demonstrated experience making sound decisions that affect a work unit or team
• Demonstrated experience in a role requiring diverse problem-solving methods in a variety of situations

KNOWLEDGE, SKILLS andABILITIES

• Understanding of helpdesk ticketing systems. Example : Footprints, Heat, SmartView, Service Now, ISM, Ivanti.
• Possesses working knowledge of online support systems, (such as Blackboard Learn, Webex, Mediasite, Respondus, SoftChalk, etc.

concepts, and online best practices and procedures with the ability to use in varied situations as it pertains to the departmental focus

• Excellent verbal, written and interpersonal communication, team focused support and organizational skills.
• Excellent customer service skills and proven ability to develop and sustain productive customer relationships.
• Possesses basic project management skills
• Possesses intermediate skills with Blackboard Learn / Ultra or Learning Management Suite (LMS) equivalent program
• Possesses basic proficiency with Microsoft Outlook, Word, Excel and PowerPoint
• Ability to confidentially and discreetly handle subject matters requiring privacy and sensitivity
• Strong technology acumen with working knowledge of the Internet
• Ability to work in a fast-paced environment, high call volume environment
• Familiarity with current trends in online learning
• Understanding of instructional delivery strategies that technology offers to higher education, specifically through the use of media and the Internet
• Ability to work well with students, faculty, department staff, and management
• Ability to problem solve effectively and think creatively and systematically
• Ability to perform multiple detailed tasks, manage priorities and work within tight deadlines
• Sensitivity to appropriately respond to the needs of a diverse population

COMPETENCIES

CRITICALCOMPETENCIES

• Customer Service
• Communication
• Time Utilization

VERYIMPORTANT COMPETENCIES

• Collaboration
• Adaptability
• Quality of Work

IMPORTANT COMPETENCIES

Continuous Improvement

PREFERRED QUALIFICATIONS

EDUCATION ANDEXPERIENCE / TRAINING

• Master's degree
• Demonstrated experience working with clients in designing and developing technical training materials
• Demonstrated experience working with students and faculty in a higher education environment
• Demonstrated experience working with Blackboard Learn / Ultra, Canvas, D2L Brightspace, Mediasite, Panopto, ProctorU, Honor Lock, SoftChalk, Respondus, Articulate Storyline 360
• Demonstrated experience working with Apple products such as the iPad, Mac, etc.
• Demonstrated experience working with emerging technologies such as blogs, wikis, social networking sites, etc.

PHYSICAL DEMANDS / WORKING CONDITIONS

The demands described here are representative ofthose that must be met by an employee to successfully perform the essentialfunctions of this job.

Reasonableaccommodations may be made to enable individuals with disabilities to performthe essential functions.)

• This part time position will require you to login to Webex Teams and be available to interact with the OLAT staff and contractors during at regularly scheduled times during the week.
• Employee will be required to have access to, stable broadband access, and is required to be logged in access to Tri-C's Webex Teams app while they are working.
• Typically, the employee may sit comfortably to perform the duties of the job and will perform repetitive motions with hands / fingers using a computer mouse and keyboard to type.

However, there may be some walking; standing; bending; carrying of light items such as papers, files, pamphlets, books, etc.

Work may also require walking and standing in conjunction with travel to and attendance at meetings and conferences away from the worksite

Special Note :

Special Instructions to Applicants : During the application process, you may be required to attach a cover letter and / or resume.

It is recommended that you have these documents ready to be attached electronically to the online application. This system accepts only MS Word or PDF attachments.

Any employment with the College is contingent upon satisfactory completion of a background check and drug screen.

Affirmative Action Statement : Cuyahoga Community College is committed to attaining excellence through the recruitment and retention of a qualified and diverse workforce.

Cuyahoga Community College is an equal employment / educational opportunity institution.