eLearning Technical Support Specialist

Apply now Job no: 495768
Work type: Staff
Location: Big Rapids, MI 49307
Categories: Administrative, Staff

Position Title: eLearning Technical Support Specialist  
Location: Big Rapids (Main Campus)  

40000 - EIO BR Admin

Advertised Salary: $42,000 – 47,000 Salary commensurate with education, experience, and other requirements. Comprehensive benefits package (health care, vacation, etc.)  
FLSA: Exempt  
Temporary/Continuing:  Continuing  
Part-Time/Full-Time: Full-Time  
Union Group: N/A  
Term of Position: 12 Month  
At Will/Just Cause: At Will  
Summary of Position: The eLearning Technical Support Specialist is crucial in ensuring the university's smooth operation of eLearning platforms and technologies. This position provides technical support to students, faculty, and staff utilizing eLearning systems, resolving technical issues, and assisting in implementing eLearning solutions. This position provides support to the instructional design team as needed.

The anticipated start date for this position is March 2024. However, this is an estimated date and can be revised if needed.
Position Type: Staff  
Required Education: Bachelor's degree in a related field or equivalent work experience.

The requirements listed represent the knowledge, skill, and/or ability required. Any equivalent combination of education, training, and experience which provides the required knowledge, skills, and abilities may be considered. Equivalency for education is two years of full-time related work experience equals one year of education.
Required Work Experience: A minimum of 1 year experience with online teaching and learning environments providing learning management system support to faculty and students.
Familiarity with eLearning content creation tools and multimedia software.

Two years part-time is equivalent to one year full-time.
Required Licenses and Certifications:    
Physical Demands:
  • Office Environment
  • Sitting
Additional Education/Experiences to be Considered: Previous higher education experience.
Previous experience in technical support, helpdesk, or IT support roles.
Strong knowledge of eLearning platforms (e.g., Learning Management Systems like Canvas, Moodle, Blackboard), video conferencing tools, and educational technology.
Excellent problem-solving and communication skills.
Customer service-oriented with a commitment to providing exceptional support.
Essential Duties/Responsibilities: LMS User Support for :
- Provide timely and effective technical support to students, faculty, and staff using eLearning platforms, software, and tools.
- Assist users with login issues, troubleshooting technical problems, and resolving software-related concerns.
- Respond to user inquiries professionally and courteously through various communication channels (email, phone, chat, in-person).

Technical Troubleshooting:
- Diagnose and troubleshoot hardware and software issues related to eLearning platforms, ensuring minimal disruptions to online courses.
- Collaborate with eLearning/IT teams to address complex technical problems and escalate issues as necessary.

Documentation and Reporting:
- Maintain comprehensive documentation of common technical issues and solutions.
- Generate reports on support tickets, system performance, and user feedback to identify trends and areas for improvement.

- Collaborate with instructional designers, faculty members, and administrators to effectively integrate technology into the teaching and learning process.

Student Employee Supervision:
- Hire, train, supervise, and evaluate student employees who provide timely and effective technical support to students, faculty, and staff using eLearning platforms, software, and tools.
- Oversee student hours worked and approve time clock entries.

Any other duties assigned within the position classification area.
Demonstrates understanding of diversity, equity, and inclusion, especially in working relationships with students, faculty, staff, and community members.
Marginal Duties/Responsibilities: Training and Guidance:
- Conduct training sessions and workshops for users to enhance their eLearning tools and systems proficiency.
- Provide guidance on best practices for using eLearning technologies effectively.
Skills and Abilities: A combination of technical skills, interpersonal abilities, and problem-solving capabilities to effectively perform their role.
Demonstrated commitment, experience, and understanding of diversity, equity, and inclusion.
Required Documents:
  • Cover Letter
  • Resume
  • Unofficial Transcript 1
Optional Documents:    
Special Instructions to Applicants: Unofficial Transcript 1 (REQUIRED): Applicants must attach a copy of the unofficial transcript of their bachelor's degree if applicable. If you do not have a transcript, please write a justification explaining how your work experience is equivalent to the required education and attach that justification in place of the transcript.

The transcript must include the institution name, applicant name, date of degree attained, and degree awarded. The finalist will be required to submit an official transcript (if applicable).
Initial Application Review Date:
Open Until Position is Filled?: Yes  
Posting Close Date:
EEO Statement: Ferris State University, an Affirmative Action/Equal Opportunity employer, is committed to enhancing equity, inclusion, and diversity within its community. Ferris offers employment opportunities to qualified candidates seeking careers in a student-focused environment that values opportunity, collaboration, diversity and educational excellence.  Learn more about the Ferris Mission and community at ferris.edu. The University actively seeks applications from women, minorities, individuals with disabilities, veterans, and other underrepresented groups. For more information on the University’s Policy on Non-Discrimination, visit: Ferris Non-Discrimination Statement.  

Advertised: Eastern Standard Time
Applications close:

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