Academic Application Support Associate

Academic Application & LMS Support

• Provide frontline support for the campus learning management system (Brightspace), including troubleshooting issues, managing user access, and assisting with course setup.
• Assist faculty with LMS course design, content development, and integration of multimedia resources to enhance online and hybrid learning.
• Support faculty and students with third-party educational tools and integrations, such as Zoom, Panopto, Turnitin, Respondus, and other academic applications.
• Maintain documentation, FAQs, and self-help resources for faculty and students on LMS and instructional technology use.

Instructional Technology & Faculty Support

• Assist in the implementation and support of instructional technologies, including digital assessment tools, adaptive learning platforms, and remote learning applications.
• Conduct faculty workshops and one-on-one training sessions on best practices for LMS use, online course delivery, and digital pedagogy.
• Collaborate with faculty to explore and integrate innovative instructional tools, ensuring alignment with pedagogical goals.
• Provide support for lecture capture, hybrid/remote learning, and classroom technology (e.g., smartboards, projectors, and web conferencing tools).

Technical & User Support

• Maintain records of technical support requests and training sessions, generating reports on system usage and faculty needs.
• Respond to technical inquiries from faculty, students, and staff, diagnosing and resolving LMS-related issues in coordination with IT services.
• Monitor LMS system performance, report outages, and assist in testing system updates and new features.
• Manage user roles, permissions, and course enrollments within the LMS.
• Stay updated on emerging trends in educational technology and recommend improvements to campus digital learning strategies.

Required Qualifications

• Bachelor's Degree in Instructional Technology, Education, Information Technology, or a related field.
• 2+ years of work experience supporting learning management systems (LMS) and academic applications.
• Familiarity with online course development, instructional design principles, and digital pedagogy.
• Strong troubleshooting skills for LMS-related issues, multimedia tools, and web-based learning platforms.
• Ability to deliver faculty and student training sessions on instructional technology.
• Excellent communication, organization, and problem-solving abilities.
• Ability to work collaboratively in a diverse academic environment.

Preferred Qualifications

• Experience working in SUNY or another higher education institution.
• Knowledge of accessibility standards (ADA, WCAG) and Universal Design for Learning (UDL).
• Experience with LMS administration, data analytics, or reporting tools.
• Familiarity with emerging trends in online education, AI in learning, and digital assessment tools.