Learning Technology Specialist I

Responsibilities

• Provide exceptional customer service and real-time user support through phone, chat, virtual sessions, screen sharing, and guided walkthroughs.
• Troubleshoot technical issues, resolve standard support requests, and escalate complex or high-impact concerns as appropriate.
• Maintain accurate support records by documenting troubleshooting steps, resolutions, and relevant case details within the ticketing system.
• Provide technical support for the Learning Management System (LMS) and instructional tools by addressing user inquiries and ensuring reliable operation of supported technologies.
• Create and maintain user guides, FAQs, knowledge base articles, and other support documentation.
• Affiliate in planning and delivering training sessions, workshops, webinars, and one-on-one support for faculty, staff, and students.
• Collaborate with colleagues to share best practices, implement new technologies, and enhance the user experience.
• Monitor user feedback and support trends to identify opportunities for process improvements and technology enhancements.
• Stay informed of emerging instructional technology trends and contribute to discussions regarding new tools, features, and support strategies.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree; or High School Diploma (or equivalent) and 4 years of relevant work experience in lieu of degree; or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).
• Experience providing technical support or customer service in a high-volume environment, including support delivered via phone, email, chat, or ticketing systems.
• Experience assisting users with varying levels of technical knowledge and providing clear, professional support to resolve questions or technical issues.
• Experience troubleshooting hardware, software, web-based applications, Learning Management Systems (LMS), or other technology platforms.
• Experience using a ticketing system to track, manage, document, and resolve support requests.
• Experience utilizing generative AI tools or AI-assisted technologies to support customer service, technical support workflows, documentation creation, or productivity.
• Experience creating, updating, or maintaining support documentation, knowledge base articles, user guides, FAQs, or other instructional resources.
• Experience supporting technology-related training, workshops, webinars, orientations, or one-on-one user assistance.
• Familiarity with Learning Management Systems (LMS), instructional technologies, educational software, or higher education technology environments.

Qualifications

• Excellent communication and customer service skills, with the ability to clearly explain technical concepts to non-technical users.
• A customer-focused and empathetic approach to support, including professionalism when assisting users with varying levels of technical proficiency.
• A positive attitude, adaptability, and willingness to learn new technologies in a fast-paced support environment.
• Strong organizational skills and attention to detail when managing multiple requests, documenting work, and following processes.

Skills

• Customer Service
• Technical Support
• Learning Management Systems (LMS)
• Instructional Technologies
• Emerging Instructional Technology Trends

Benefits

The University of Central Florida offers a comprehensive range of benefits to its employees, including:

• Benefit packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program
• Paid time off, including annual and sick time off and paid holidays
• Retirement savings options
• Employee discounts, including tickets to many Orlando attractions
• Education assistance

For more benefits information, view the UCF Employee Benefits Guide. Dive into our Total Rewards Calculator to discover the diverse selection available to you, giving you a glimpse into the benefits that together shape your comprehensive rewards package at UCF.