Academic Application Support Associate

About the role

The Department of Information Services at SUNY Downstate Health Sciences University is seeking a full-time Instructional Support Associate / Academic Application Support Associate. The Instructional Support Associate provides technical and academic application support to faculty, staff, and students, focusing on learning management systems (LMS), instructional technology, and digital learning tools. This role ensures the effective use of technology in teaching and learning by offering training, troubleshooting, and instructional design assistance. The position works collaboratively with faculty, instructional designers, and IT staff to enhance academic experience.

Responsibilities

• 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.
  • Basic knowledge of Windows and Apple operating systems including Mac, iPad and mobile phone devices.
  • Assist users with connecting to the campus wireless network.
  • Assist users with installing and troubleshooting Microsoft Office and key software/apps.

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.