Job DescriptionThe Instructional Technology Specialist (ITS) reports to the Director, Instructional Technology for Distance Education, and provides direct support to faculty, staff, and students who use Distance Education-managed technologies for teaching and learning. This position is responsible for initiatives in user support, resource and training development, marketing and communication, and assessment. The ITS will also assist with the management of instructional technology. Distance Education's instructional technologies include the learning management system, similarity and AI writing detection, online proctoring, digital accessibility, and media management.
Primary Responsibilities and Duties- Provide direct support and troubleshooting to instructional technology users via phone, tickets, email, and in-person. Maintain accurate records of requests, incidents, and resolutions using a ticketing system.
Deliver excellent customer service, build positive relationships, and communicate effectively with vendors, faculty, staff, and students of varying technical skills.Design and present instructional technology training. Create and maintain standard operating procedures, resources, media, web pages, and other materials. Develop informative and engaging marketing materials and communications to promote Distance Education initiatives. This includes regularly sharing information about events, resources, technological features, and other topics through social media, newsletters, announcements, website updates, and other channels.Track and resolve vendor and instructional technology performance issues to support contract monitoring.Collect and analyze data from reporting, tech tool usage, contract monitoring, tool audits, user feedback, etc., to make informed decisions.Identify and lead opportunities for continuous improvement, collaboration, and proactive initiatives regarding Distance Education's instructional technology.Stay current with emerging technologies and trends in Distance Education to inform decision-making and support innovative teaching and learning best practices.Assist with the supervision and training of the Distance Education support desk student technicians.Perform other duties as assigned.Knowledge, Skills, and Abilities- Knowledge of instructional technologies and learning management systems (LMS).
- Technical troubleshooting skills, including familiarity with Windows and Mac OS, web browsers, mobile devices, webcams, and microphones.
- A customer-centric mindset, with a focus on providing excellent service and support.
- Strong communication and interpersonal skills to interact effectively with individuals from diverse backgrounds and technical skill levels.
- Ability to effectively manage and accomplish tasks while working within a team-oriented environment toward collective goals.
- Problem-solving and decision-making skills and the ability to implement effective and timely solutions.
- Ability to recognize challenges and opportunities and take initiative to address them.
- Navigate multiple tasks simultaneously while meeting deadlines.
- Maintain confidentiality of records and information.
- Ability to occasionally work a flexible schedule and varied hours.
Required Minimum Qualifications- Minimum of a Bachelor's Degree conferred upon hire date.
- Experience in software support, technology training, customer service support, or relevant field.
Physical RequirementsSedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
