"Learning Support Specialist"

Learning Support Specialist

Description of Department:

Campus Technology Services (CTS) is an integrated service organization caring for administrative computing, instructional computing, network services, technology user support, and telecommunications. The department delivers a broad set of infrastructure, applications, and services that are vital to the operation and mission of the University. CTS is committed to an environment of diversity, equity, and inclusion.

The Department of Campus Technology Services at the State University of New York at Oswego invites applications for a full-time Learning Support Specialist.

Posting Date: February 6, 2026

Review Date: Review of applications will begin immediately and will continue until the position is filled.

Compensation: Salary range $60,000 - $75,000, commensurate with experience, plus full New York State benefits package.

Benefit Information: The State University of New York provides an excellent benefit package. This is a United University Professions (UUP) position. Click here for more information on benefits for full-time United University Professions (UUP) professional staff.

Date of Appointment: As soon as possible

Location: The person hired will start onsite at the SUNY Oswego main campus until properly trained, at which time a hybrid work schedule will be established where some work days are onsite and some are remote. The hybrid work schedule will be in accordance with the SUNY-wide Telecommuting Policy.

Description of Responsibilities:

The Learning Support Specialist (LSS) is an integral member of the campus supporting the Digital Learning Environment (DLE). At SUNY Oswego, a large percentage of web-enhanced and hybrid classes, and all-online classes utilize the Brightspace DLE in partnership with SUNY Online. The DLE is composed of Brightspace itself, along with third-party integrations in support of academic instruction, such as Zoom and the inclusive access (e-textbook) program.

The Learning Support Specialist builds and maintains strong relationships with the campus DLE support team composed of key stakeholders across campus, including the Division of Extended Learning's Instructional Designers, the Center for Excellence in Learning and Teaching, and Library Services. Together, this group supports faculty, staff, and students in their use of the DLE and helps guide the overall DLE strategic direction. This position also works closely with SUNY Online in the administration and strategic direction of the SUNY-wide DLE, working to resolve any Brightspace technical issues, to configure third-party integrations, and to represent SUNY Oswego in various meetings and committees in support of the evolving use of the DLE.

The LSS supports SUNY Oswego faculty and staff from many disciplines, ensuring all courses, regardless of modality, are configured properly and operating smoothly. The LSS assists students by ensuring proper enrollment and access to their classes. Tickets are routed to the learning management support team from the Campus Technology Services (CTS) Help Desk for any technical issues. Team members correspond and work with users to resolve issues through the ticketing system.

The position works closely with campus instructional designers to plan and conduct one-on-one and group training sessions and to hold online office hours. The Learning Support Specialist creates and maintains knowledge base articles within the ticketing system to further support the DLE. The SUNY Oswego DLE website is updated and maintained by the Learning Support Specialist.

The LSS is responsible for the local administration of the DLE, ensuring courses are loaded into the system, faculty, staff, and students are properly enrolled in courses, and third-party integrations are configured and working properly. The LSS coordinates any changes to the DLE and ensures faculty and staff are made aware of and trained on DLE changes that impact their use of it. Training materials and documentation are created and/or updated as appropriate.

This position assists with the administration of the campus lecture capture tool and supports users as needed. The Learning Support Specialist assists with the inclusive access (e-textbook) program and open educational resources as they relate to the DLE. The LSS is part of a workgroup supporting a campus culture of creating digitally accessible content within the DLE.

Responsibilities also include exploring emerging technologies to understand their applicable uses to the strategic direction of the DLE.

This position attends in-person and/or online SUNY events and webinars as they relate to the DLE. Some travel may be required.

The position may require some evening and weekend work at the start of the semester.

SUNY Oswego works continuously to create an inclusive environment which respects, embraces, and promotes cultural safety, belonging, civil discourse, cultural humility, and other values and goals outlined in SUNY Oswego's Strategic Diversity and Inclusion Plan. As such, the incumbent is expected to contribute to these efforts and possess communication and interpersonal skills necessary to engage effectively with an increasingly diverse community of students and colleagues.

Required Qualifications:

• Bachelor's degree at the time of hire or an Associate degree with at least three years of technical work experience
• Experience using, teaching in, and/or administering a DLE platform such as Brightspace, Blackboard, or Moodle.
• Strong critical thinking and problem-solving skills to troubleshoot technical issues
• Experience supporting users within a technical environment
• Teaching, training, or staff development experience
• Experience working with diverse groups/multicultural environments
• Experience working individually and in a team environment
• Excellent customer service skills
• Excellent written and verbal communication skills

Preferred Qualifications:

• Bachelor's and/or Master's degree in instructional technology, educational technology, or related field at the time of hire
• Experience using support and ticketing tools such as Bomgar and TeamDynamix
• Experience writing technical communications and/or documentation
• Using web authoring tools such as Drupal
• Familiarity with or use of AI tools such as Lumi, Gemini, and NotebookLM
• Familiarity with or use of inclusive access (e-textbook) and/or open educational resource (OER) platforms.
• Experience using and/or administering lecture capture systems such as Panopto.
• Familiarity with the creation of digitally accessible content and/or the remediation of content.
• Experience working within higher education
• Experience working with SUNY Online