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Learning Support Specialist

1 month ago

Hyattsville, United States AccelerEd Full time
Job DescriptionJob Description

The Learning Support Specialist is a member of our Learning and Innovation team. The Learning and Innovation team is at the forefront of developing learning experiences in a technically rich environment, contributing to many AccelerEd initiatives. The Learning Support Specialist is a key contributor to the team responsible for applying course updates and troubleshooting functionality issues for online courses in a higher education environment. This team member will contribute to effectively supporting and maintaining platforms and technologies that enable next-generation learning experiences. This includes but is not limited to, learning management systems, content management systems, and third-party and custom-developed learning technologies. Core skills required in this role include excellent communication, problem-solving, and the ability to learn and work across many technologies.


Please note: The core hours for this position are 11am—7pm Eastern Time. This position also requires commitment to being on call for critical issues during assigned weekends and holidays.


RESPONSIBILITIES:

  • Process content change requests and maintain content versioning. 

  • Effectively address support requests related to learning technology; responsible for research and development of resolutions to new and emerging issues that require the highest level of technical expertise for the supported platforms.

  • Provide high-quality written communication to collaborate professionally with customers and other departments, document ticket resolution, and contribute towards team process and product documentation repository.

  • Effectively lead meetings with stakeholders to gather course updates and trouble-shooting needs.

  • Generate reports for the ticketing system, learning management, and content management systems; recognize, and act on inconsistencies in data and escalate issues.

  • Perform testing, analyze testing results, and report errors to appropriate teams.

  • Create user stories for bugs, enhancements, or new technologies.

  • Provide training and technical assistance for applicable systems or processes to customers and team members, as needed.

  • Provide excellent customer service.

  • Execute project plans related to learning technology and content management-related processes and initiatives.

  • Manage user accounts, groups, and permissions for supported content management systems.

  • Perform other job-related duties as required.

MINIMUM QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES:

  • Education

  • Bachelor’s degree in information technology, or related field or commensurate experience 

  • Required Knowledge, Skills & Abilities

  • Experience working in a learning management system (LMS) in an elevated role, such as an administrator or content developer

  • Experience working in a client-facing role providing high-quality customer service in a professional environment

  • Proficient in the use of Microsoft Office products

  • Excellent technical writing

  • Experience identifying potential risks and opportunities, root cause analysis, and problem-solving

  • Able to work independently and on a team

  • Passion for new technologies and education 

  • Excellent communication, organizational, and time management skills 

  • Able to concurrently manage multiple assignments and deadlines 

  • Preferred Qualifications