Online Learning Technology Support Specialist

3 weeks ago

Cleveland, United States Cuyahoga Community College Full time

**Online Learning Technology Support Specialist** * Provides help desk support for faculty and students for Blackboard and other online technologies

* Assists faculty and students with orientation to and navigation of the virtual learning environment

* Facilitates online technology process workshops for faculty, program managers, faculty coordinators and deans both face to face and virtually

* Develops metrics to track, collect, and interpret data related to faculty and student satisfaction in alignment with student progress and completion

* Creates and develops 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 Colleges other online learning technologies

* Collaborates with the eLearning Tech Support Specialist in ITS to identify faculty needs and training gaps

* Works collaboratively with Instructional Designer(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

Bachelors 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

* Possesses working knowledge of support systems (such as Blackboard, Webex, Mediasite, Respondus, SoftChalk, etc.) concepts, practices and procedures with the ability to use in varied situations as it pertains to the departmental focus

* Possesses basic project management skills

* Possesses intermediate skills with Blackboard or equivalent program

* Possesses basic proficiency with Microsoft Outlook, Word, Excel and PowerPoint

* Ability to confidentially and discreetly handle subject matters requiring privacy and sensitivity

* Ability to develop and maintain relationships with key contacts to enhance work flow and quality

* Strong technology acumen with working knowledge of the Internet

* Ability to prepare management reports and correspondence

* 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

* Excellent verbal, written and interpersonal communication and organizational skills

* Excellent customer service skills and proven ability to develop and sustain productive customer relationships

* 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

* Masters 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, Mediasite, SoftChalk, Respondus, Articulate

* 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.

* The work is performed in a normal, professional office environment

* The work area is adequately lighted, heated and ventilated

* 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

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