Inside Higher Ed · 4 weeks ago
Innovative Digital Learning Help Desk Analyst
Commerce, TX
Full-time
Onsite
Entry Level
$4,509/mo - $4,509/mo
2+ years expInside Higher Ed is associated with East Texas A&M University, which is a fast-growing public university known for academic excellence. The Innovative Digital Learning Help Desk Analyst is responsible for providing technical support for faculty, staff, and students using the university’s learning management system and associated technologies.
Digital MediaEducationHigher EducationJournalismRecruiting
No H1B
Responsibilities
Provides technical expertise and pedagogical guidance on the use and adoption of the learning management system (D2L Brightspace) and all associated learning technologies to faculty, staff, and students via phone, in-person, the ticketing system, email, or online, ensuring timely resolution of issues
Serves as the first point of contact for LMS and associated technology support requests, providing troubleshooting for a wide range of technical issues including, but not limited to, access, content, assessments, and integrations
Ensures instructional content meets accessibility compliance requirements and quality assurance standards
Develops and delivers faculty development workshops on the effective use of the LMS and related tools in support of teaching and learning
Monitors help desk ticketing system and assigns support tickets to appropriate team members
Resolves Tier 1 and Tier 2 support tickets and elevates high priority issues to the appropriate support team to ensure customer satisfaction and time to resolution is within departmental service standards
Documents the entire support interaction lifecycle in the ticketing system and maintains a knowledge base of common issues and solutions
Creates and updates training materials and user guides for the academic community
Stays current with LMS and learning technology updates, features, and best practices
Performs other duties as assigned
Qualification
Required
Bachelor's degree in Educational Technology or related field
Two years of experience working with end-users to troubleshoot and resolve issues with the learning management systems (LMS) and classroom technology in higher education
Familiar with accessibility standards and digital learning best practices
Proficiency with Microsoft Office
Excellent verbal communication and technical writing skills
Strong analytical and problem-solving skills
Ability to multi-task and work well as part of a team
Work in a fast-paced environment while providing high-quality customer service
Manage multiple priorities and meet deadlines
Preferred
Master's degree
Proficiency with D2L Brightspace learning management system and Adobe Creative Suite
Demonstrated experience with a variety of learning technologies, including Panopto, Explorance, VoiceThread, Respondus, Turnitin, and Blackboard Ally
Certifications: D2L Brightspace, Instructional Design, Accessibility, and Quality Matters
Experience with HTML, HTML5, and CSS
Company
Inside Higher Ed
Inside Higher Ed is the online source for news, opinion, and jobs related to higher education.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2022-01-10Acquired
2006-08-31Series Unknown
Leadership Team
Stephanie Shweiki
Director, Foundation Partnerships
Recent News
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