Learning Management Systems Help Support Specialist

The Learning Management Systems (LMS) Help Support Specialist offers instructional technology assistance to students, faculty, and staff, providing support for campus technologies, with an emphasis on Blackboard Ultra systems and other relevant software applications. This position involves managing the back-end of the Learning Management System, addressing user issues, and overseeing the training and supervision of student employees working at the help support desk.

Schoolcraft is a comprehensive, open-door, community-based college. The mission of the College is to provide a transformational learning experience designed to increase the capacity of individuals and groups to achieve intellectual, social, and economic goals.

• An associate degree.

• A minimum of three (3) years of work experience in computer systems, software support, or a help desk environment.

• Proven experience using and managing Blackboard Learn (Ultra preferred), including the creation of users, courses, organizations, and course content.

• Proven experience with Windows, Microsoft 365 applications (Excel, Outlook, PowerPoint, Word, Copilot), Adobe Acrobat, and collaboration tools such as Zoom and Teams.

• Experience working with software applications and tools.

• Superior troubleshooting, analytical, and customer support skills.

• Demonstrated ability to train others in the use of applications and computing systems.

• Strong organizational skills.

• Ability to plan and follow through with seasonal job demands, such as course prep for the upcoming term.

• Must possess excellent written and oral communication skills.

• A bachelor’s degree.

• Five (5) years of work experience in computer systems, software support or a help desk environment.

• Experience using and managing Blackboard Ultra, including the creation of users, courses, organizations, and content.

• Experience in the use of 3rd party tools that integrate with Blackboard.

• Experience in the use of Mac computing systems and Apple iOS devices.

• Experience in the use of mobile devices; Android, iOS, etc.

• Experience in the support of mobile applications.

• Writing Skills: Ability to write reports, business correspondence, and procedure manuals.
• Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations.
• Communication Skills: Ability to effectively present information and respond to questions from prospective and current employees, and groups of managers.
• Mathematical Skills: Ability to add, subtract, multiply, and divide with all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.
• Reasoning Ability: Ability to solve practical problems and deal with a variety of instructions furnished in written, oral, diagram, or schedule form.
• Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Office Environment: This role may involve being in a stationary position in front of a computer, using a keyboard, mouse (or applicable equipment) and telephone. Communicating and exchanging information with individuals electronically or in person. This role may also involve standing and walking for periods of time, and the use of hands and moving objects on occasion, of up to 10 lbs.
• Noise Level: The noise level in the work environment is usually moderate.

M-F 8am-5pm / additional hours may be required

Pay Range is $27.28-$43.47 per hour

1

Provide full-service Blackboard Learn Ultra support to students, faculty and staff via phone, walk-in, email, online, chat and collaboration tools; including answer questions, provide support with how to navigate the system (e.g., where to find things, upload content, submit assignments, document and course management), as well as create courses, add students, enroll students in courses, name changes, and pulling reports.

Yes

90

2

Provide backend support for Blackboard Learn Ultra, including the creation of courses, organizations, users and content. Prepare Blackboard for each term using applications developed to manage the course creation process.

Yes

90

3

Provide customer assistance to students, faculty and staff through various methods (phone, walk-in, email, online, chat, collaboration tools); answer technology-related questions, assist with troubleshooting end user, front-end application issues, update student name changes in various applications, assign voice mail extensions to part-time faculty, provide phone and voicemail support to students, faculty, and staff.

Yes

40

4

Document all Help Support requests and follow up; use documentation to create solution knowledge base articles to be included in the Help Support FAQs for quick and easy reference, to resolve recurring issues.

Yes

90

5

Develop training content for technology-related items (applications, online systems, collaboration tools, etc.), and update training materials as needed.

Yes

20

6

Develop, organize, and maintain Help Support services procedures and scheduling of frontline requests for technology-related items and issues.

Yes

20

7

Oversee the Student Help Support Desk and supervise student employees; ensuring student employees are hired, trained, and equipped with the tools required to provide appropriate support to students.

Yes

100

8

Ensure Help Support requests are resolved, followed up on, or transferred to the appropriate area.

Yes

100

9

Assist with technology projects, including college-wide communications, technology rollouts, and training initiatives.

Yes

10

10

Keep knowledge and skill level up to date with the current campus-standard software applications and desktop system operations to provide the required support and training.

Yes

30

12

Performs other duties as assigned.

Yes