Innovative Digital Learning Help Desk Analyst
Innovative Digital Learning Help Desk Analyst
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Job Description
Job Title
Innovative Digital Learning Help Desk AnalystAgency
East Texas A&M UniversityDepartment
Office Of Academic TechnologyProposed Minimum Salary
$4509.00 monthlyJob Location
Commerce TexasJob Type
StaffJob Description
INSTRUCTIONS TO APPLICANT:
During the application process the My Experience page has a section provided Attachments (Resume/CV References Cover letter etc.) to upload required documents.
- Use the Upload button to add each document.
- You will be able to upload up to 5 documents. Be aware that the maximum size allowed for any one document is 5MB.
- All documents must be electronically submitted through the Texas A&M Online Employment Services website to be considered.
- Incomplete or improperly submitted applications may be excluded from consideration.
Please provide the following documents:
- Cover Letter
- Resume/CV
- Three professional references with complete contact information (Unsolicited letters of recommendation will not be considered).
- Transcripts (Unofficial will be accepted with application. Official transcripts are required at time of verbal offer).
If transcripts are from an international institution it is the responsibility of the applicant to have the transcripts translated and evaluated by an approved credential evaluator.
Please do not withdraw your application in an attempt to upload a missing document. If you need assistance with this or any other matter please contact us at .
SUMMARY:
The Innovative Digital Learning Help Desk Analyst at East Texas A&M University (ETAMU) is responsible for providing frontline technical support for faculty staff and students using the universitys learning management system and all associated learning technologies and platforms. This role ensures timely resolution of related issues contributes to user training and documentation and collaborates with the team to enhance the digital learning experience. As a proud member of the third-largest institution in The Texas A&M University System ETAMU fosters a strong professional environment that supports career growth and academic excellence.
ETAMU is a fast-growing public university with a strong reputation for academic excellence research innovation and student success. With over 140 degree programs a 20:1 student-to-faculty ratio and nationally ranked online and graduate programs ETAMU is committed to transforming lives through quality education. Our employees benefit from a collaborative community cutting-edge research opportunities and outstanding resources.
This position is not eligible for remote work. Position is not eligible for visa sponsorship.
DUTIES & RESPONSIBILITIES:
- Provides technical expertise and pedagogical guidance on the use and adoption of the learning management system (D2L Brightspace) and all associated learning technologies to faculty staff and students via phone in-person the ticketing system email or online ensuring timely resolution of issues.
- Serves as the first point of contact for LMS and associated technology support requests providing troubleshooting for a wide range of technical issues including but not limited to access content assessments and integrations.
- Ensures instructional content meets accessibility compliance requirements and quality assurance standards.
- Develops and delivers faculty development workshops on the effective use of the LMS and related tools in support of teaching and learning.
- Monitors help desk ticketing system and assigns support tickets to appropriate team members.
- Resolves Tier 1 and Tier 2 support tickets and elevates high priority issues to the appropriate support team to ensure customer satisfaction and time to resolution is within departmental service standards.
- Documents the entire support interaction lifecycle in the ticketing system and maintains a knowledge base of common issues and solutions.
- Creates and updates training materials and user guides for the academic community.
- Stays current with LMS and learning technology updates features and best practices.
- Performs other duties as assigned.
MINIMUM REQUIREMENTS:
- Education: Bachelors degree in Educational Technology or related field.
- Experience / Knowledge / Skills: Two years of experience working with end-users to troubleshoot and resolve issues with the learning management systems (LMS) and classroom technology in higher education. Familiar with accessibility standards and digital learning best practices. Proficiency with Microsoft Office. Excellent verbal communication and technical writing skills. Strong analytical and problem-solving skills.
- Ability to: Multi-task and work well as part of a team. Work in a fast-paced environment while providing high-quality customer service. Manage multiple priorities and meet deadlines.
- Licensing/Professional Certifications: N/A
- Physical Requirements: N/A
- Other Requirements: This position may be required to work
PREFERRED EDUCATION / SKILLS/ EXPERIENCE:
Masters degree.
Proficiency with D2L Brightspace learning management system and Adobe Creative Suite.
Demonstrated experience with a variety of learning technologies including Panopto Explorance VoiceThread Respondus Turnitin and Blackboard Ally.
Certifications: D2L Brightspace Instructional Design Accessibility and Quality Matters.
Experience with HTML HTML5 and CSS.
SUPERVISION OF OTHERS:
Graduate Assistants.
All positions are security-sensitive. Applicants are subject to a criminal history investigation and employment is contingent upon the institutions verification of credentials and/or other information required by the institutions procedures including the completion of the criminal history check.
Equal Opportunity/Veterans/Disability Employer.
Required Experience:
IC
Employment Type
Full-Time
