Technical Support Specialist (Temporary)

Job Description Summary

The Online Learning Technical Support Specialist provides essential tier 1 support for Penn Engineering Online, managing after-hours technical troubleshooting and communications across platforms like Zendesk, Slack, and Canvas. Key responsibilities include auditing course content and grades for consistency, monitoring student engagement trends, and escalating urgent issues to ensure a seamless academic experience. By supporting live Zoom events and managing extension requests, this role ensures continuous operational reliability for students and faculty outside of standard business hours.

Job Description

The Online Learning Technical Support Specialist will provide after-hours tier 1 support to students, faculty, and staff in the Penn Engineering Online program. Responsibilities include:

• Periodic checks of Zendesk, Ed Discussion, and Slack for issues that cannot wait until the next business day, escalating to Course Managers and Assistant Director when necessary
• Daily checks of Ed Discussion to escalate any student questions that have gone nearly 24 hours without a response to TAs
• Troubleshooting live events held via Zoom via Canvas
• Audit of Google Drive to ensure synchronization with Canvas content
• Canvas audit to ensure consistency between courses
• Checking Weekly Check-In course surveys for trends and potentially problematic issues
• Monitoring and responding to Extension Requests for all courses via Power Automate / Slack
• Auditing grades to ensure consistency between Gradescope and Canvas
• Provide exam support for all courses outside of business hours

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

School of Engineering and Applied Science

Pay Range

$7.25 - $26.00 Hourly Rate

Salary offers are made based on the candidate's qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job's level. Internal organization and peer data at Penn are also considered.