"Learning Management System (LMS) Support Specialist"

The Learning Management System (LMS) Support Specialist is part of the Instructional Technology and Design team. This role provides high-level customer service, technical support and troubleshooting of the learning management system and integrated tools. This role is the primary backup to the LMS Specialist.

This is a Support Staff union position as stated in the Support Staff collective bargaining agreement - Grade 13

• Provide high-level customer service and technical support to faculty, students, and staff to address technical issues related to the Learning Management System (LMS).
• Serve as the technical backup to the Learning Management System LMS Specialist, including assisting with the back-end administration of the Learning Management System (LMS?e.g., Blackboard), managing user provisioning, and maintaining organizations.
• Provide support for Learning Tools Interoperability (LTI) integrations, including installation, configuration, and troubleshooting to ensure seamless functionality within the LMS.
• Oversee the course copy and course access requests.
• Manage the complex master course template copy process.
• Assist with processes related to the Intelligent Learning Platform (ILP) process
• Perform technical queries and reports related to LMS activities, data, and user metrics using PG Admin and Illuminate.
• Participate in the testing, evaluation, and implementation of new features, third-party tools (e.g., Kaltura, My Materials), and upgrades that integrate with the LMS and other instructional technologies.
• Utilize and apply basic web development skills, including reading and writing HTML and CSS code, to resolve formatting issues within the LMS.
• Assist in the planning, drafting, and maintenance of departmental Standard Operating Procedures (SOPs).
• Collaborate closely with Instructional Designers to provide support.
• Produce, compile, curate, and secure learning materials in various formats to continuously update the Instructor Support Organization.

OVERALL PURPOSE AND RESPONSIBILITY:
The primary and most important overall responsibility of all employees is to provide service in a pleasant, helpful, and effective manner to our students and other members of the College community.

Education Required: Associates Degree required; Bachelor's Degree preferred.

Experience Required:

• Minimum of 1-2 years of experience providing technical support in an academic setting or a high-volume professional helpdesk environment
• Experience supporting diverse user groups with varying levels of technical expertise
• Strong Technical Skills
• Demonstrated experience working within a Learning Management System
• Proven experience using screen capturing tools
• Experience using Microsoft Office applications

Skills/Abilities /Knowledge /Other Requirements

• Familiarity with Learning Tools Interoperability (LTI) and integrating third-party applications into an LMS environment.
• Knowledge of Web Content Accessibility Guidelines
• Experience with CCS/HTML