Support 2, Information Technology Help Desk (Temporary/Part-time)

The Information Technology Help Desk Support 2 performs skilled technical support work for the college’s Learning Management System (LMS) and integrated instructional technologies. Troubleshoots LMS-related software issues, assists with user access and system functionality, and supports faculty and staff in resolving LMS-related problems. Coordinates with central IT on system integrations and updates as needed.

Some evening or weekend work hours may occur.

Duties and Responsibilities:

• Provides information, guidance and direction to College employees on technology systems, techniques, applications, utilities, operation, and uses of computer hardware, software and other related equipment
• Delivers direction on processes and procedures; schedules activities; and monitors workflow.
• Provides functional support for LMS tools, plug-ins, and third-party instructional technology platforms; assists users with access, settings, and configuration to ensure optimal course delivery
• Utilizes administrative tools within the LMS and related platforms to manage user roles, troubleshoot issues, and support instructional continuity.t.
• Supports LMS operations including user access, system configuration, and coordination of updates and maintenance with central IT
• Coordinates with vendors and internal teams for technical support on LMS tools and third-party integrations
• Works with staff and other College departments to develop and document methods and processes in an effort to improve product quality and client satisfaction. Maintains records of work activities and documents recurring, difficult or complex problems
• Responds to phone calls, emails, and in person requests for any I.T. related assistance and problem solves for a quick resolution
• Compiles data, prepares and reviews a variety of reports; identifies trends; recommends solutions and resources
• Performs all other duties and responsibilities as assigned or directed by the supervisor

Job Requirements:

• High school diploma or GED
• One (1) to three (3) years of related experience

OR

• An equivalent combination of certification, education and experience sufficient to successfully perform the essential duties of the job such as those listed above

Preferred:

• Vocational or technical training in Computer Science, Informational Technology, or a closely related field of study

The ideal candidate will have the following knowledge, skills, and abilities:

• Skill in troubleshooting and supporting cloud-based instructional technologies, including LMS platforms and integrated tools"
• Familiarity with Learning Management Systems (e.g., Brightspace D2L, Canvas, Blackboard) and educational technology support best practices
• Skill in verbal and written communication with the ability to explain technical concepts to audiences with a wide range of technical skills
• Skill in performing a variety of duties, often changing from one task to another of a different nature
• Skill in positive, productive and flexible customer service
• Ability to work with independently as well as in a team environment

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the key duties and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform critical tasks.

Environment: Work is performed primarily in a standard office environment with staff contact and frequent interruptions.

Physical: Primary functions require sufficient physical ability and mobility to work in an standard office setting; to remain in a stationary position for prolonged periods of time; to occasionally position self to perform duties; to position or transport light to moderate (up to 20 pounds) amounts of weight; to operate office equipment including use of a computer keyboard; to travel to other locations using various modes of private and commercial transportation; and to effectively communicate to exchange information.

Vision: Ability to see in the normal visual range with or without correction.

Hearing: Ability to hear in the normal audio range with or without correction.