As an Instructional Technology Support Specialist, you will play a critical role in providing technical support and troubleshooting for various education systems and technology platforms. Your primary responsibility will be to assist faculty, staff, and students in resolving issues related to learning management systems, student information systems, and other educational technology tools. You will collaborate closely with end-users, IT personnel, and vendors to ensure the smooth operation and optimal functionality of education systems, contributing to the overall success of teaching, learning, and administrative processes. Additionally, you will participate in the evaluation, selection, implementation, and management of educational technologies and systems tailored to the Health Sciences curriculum. The ideal candidate will possess excellent problem-solving skills, have a strong customer service orientation, and can diagnose and resolve technical issues efficiently.
Monitors developments in digital creation and technology instruction and identifies opportunities to develop new teaching support resources for the University community. Creates training materials to support faculty use of educational software and delivers innovative, live training programs to faculty and staff.
Monitors developments in digital creation and technology instruction and identifies opportunities to develop new teaching support resources for the University community. Creates training materials to support faculty use of educational software and delivers innovative, live training programs to faculty and staff.
Responsibilities:
• Provide technical support and troubleshooting assistance to end-users, including faculty, staff, and students, for various education systems and technology platforms.
• Respond to inquiries and support requests in a timely and professional manner, ensuring excellent customer service and user satisfaction.
• Diagnose and resolve issues related to learning management systems, student information systems, content management systems, and other educational technology tools.
• Assist end-users in the setup and configuration of education systems, user accounts, course materials, and permissions.
• Collaborate with IT personnel to identify and escalate complex technical issues, coordinating efforts to resolve them efficiently.
• Conduct system testing and quality assurance to ensure the functionality and reliability of education systems and platforms.
• Stay updated on new features, enhancements, and updates related to education systems and technology platforms, providing proactive communication to end-users.
• Maintain accurate records of support requests, resolutions, and system issues, using appropriate ticketing and documentation systems.
• Collaborate with vendors and IT teams to implement system upgrades, patches, and enhancements, ensuring minimal disruption to teaching, learning, and administrative processes.
Qualifications:
• Excellent problem-solving skills and ability to diagnose and resolve technical issues efficiently.
• Strong customer service orientation with excellent communication and interpersonal skills.
• Ability to explain technical concepts and instructions clearly to non-technical end-users.
• Proven experience in providing technical support for education systems and technology platforms, preferably in an educational institution or organization.
• Knowledge of learning management systems (LMS), student information systems (SIS) and other educational technology tools commonly used in the education sector preferred.
• Familiarity with troubleshooting common issues related to education systems, such as user access, course setup, gradebook management, and integration with other systems.
• Experience in working with ticketing and documentation systems to track and manage support requests and resolutions.
• Ability to work independently and collaboratively, managing multiple priorities and deadlines effectively.