Educational Support Services Technician

About the role

Support instructional technology with faculty in the Teaching and Learning Services team. Maintain and manage educational technology tools and resources while assisting faculty in leveraging learning technology services. Collaborate within Information Technology Services (ITS) and across departments to provide comprehensive support, including training, tickets, and support resource creation. May also support other team staff with projects.

Responsibilities

• Maintain accessible, user-friendly services and tools.
• Serve as a TLS support contact for end-users using instructional technology, providing expertise, solutions, and communication of deliverables.
• Analyze, troubleshoot, and resolve issues with instructional technologies, including the Learning Management System (LMS).
• Create and deliver training materials and tools for professional development, including support resources such as training videos, knowledge base guides, and website pages.
• Host in-person and virtual support sessions for end-users.
• Manage and resolve support tickets efficiently.
• Stay updated on accessibility laws and integrate compliance into tools and training programs.
• Ensure project task completion within budget, schedule, and design constraints under the supervision of project leaders.
• Collaborate with team members to assess user needs and provide support as needed.
• Run professional development training.
• Communicate effectively with diverse stakeholders, ensuring technical clarity and collaborative problem-solving.
• Maintain ability to adapt to changing priorities quickly.
• Work both collaboratively and independently with minimal supervision to support end-users and projects.
• Perform WordPress website updates and minor edits.
• Create promotional and informational materials, such as fliers and adverts, using Adobe products.
• Troubleshoot and resolve technical errors in educational technologies.
• Meet training program and project deadlines.
• Perform other duties as needed in a fast-paced environment in which technology changes rapidly.

Requirements

• High School Degree
• Demonstrated problem-solving skills
• Demonstrated attention to detail
• Demonstrated strong verbal and interpersonal communications skills
• Demonstrated proficiency in written communication skills
• Demonstrated customer service skills
• Demonstrated ability to work independently
• Demonstrated experience using content editing tools (MS Word, etc.)
• Demonstrated ability to adhere to institutional policies, plans, objectives, rules, regulations, and standards and communicate the interpretation to others
• Demonstrated ability to work with diverse groups/populations

Qualifications

Preferred:

• Bachelor’s degree
• Demonstrated ability to meet project tasks and deliverables on time
• Demonstrated experience with project management tools
• Demonstrated knowledge of information technology (i.e., applications, processes, software, hardware, and equipment)
• Demonstrated experience in higher education
• Demonstrated experience supporting faculty
• Demonstrated experience in the field of educational technologies
• Demonstrated experience supporting a Learning Management System
• Minimum of one year of experience creating and providing training

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

Schedule

6 months

Tools and Equipment

• Various software and IT tools
• Computer workstation equipment
• Internet development tools, terminology, and practices
• Microsoft Word
• Adobe products

Environmental Conditions

The position is not substantially exposed to adverse environmental conditions.