LMS Support Technician

Employment Type

: Full-Time


: Miscellaneous

Position Details

FTE 1.0 FLSA Exempt Job EEO Category Professional Non-faculty Physical Demands

The demands of this position are intellectual, emotional, and physical. Working at the computer for the majority of the workday is required. Computer keyboarding and use of the mouse will encompass 80% to 90% of the workday.

Job Summary

The purpose of this position is to assist UNC faculty and instructors in the proper use of the learning management system (LMS). In addition, the incumbent also assists the Instructional Design and Development (IDD) team in staying up-to-date on the LMS’ ongoing improvement and update releases. The incumbent also assists with the administration of LMS training for all UNC faculty and instructors, both online and in person.

Job Duties:
30% — Support faculty and instructors by troubleshooting Tier 2 technical support issues through UNC’s Information Management and Technology’s (IM&T) help desk ticketing system, as well as on a walk-in and scheduled consultative basis.
30% — Create, in written guides and just-in-time desktop video, support documentation that addresses frequently asked questions.
25% — Review, research, and make presentations to both IDD and IM&T about all relevant monthly LMS release notes. Make recommendations related to the LMS’s implementation plan for new releases. In addition, review faculty requests for 3rd party tools, and make recommendations based on rubric-based testing results and an estimate of support requirements.
15% — As part of both the IDD and the IM&T teams, attends appropriate administrative meetings and completes additional duties as necessary.

Minimum Qualifications

Bachelors degree required. Two plus years of related experience with online education and/or using educational technology. Experience with technology platforms and learning management systems. Experience working in customer service or in a help desk environment.

Preferred Qualifications

Experience with Canvas. Technical writing experience. Experience as an online instructor or teaching assistant. Experience working at a University or in a Community College setting.

Posting Details

Open Until Filled Yes Special Instructions to Applicants

Attach resume, cover letter, and a list of references electronically.

This is not a remote position. Must be a State of Colorado resident.

Salary and Benefits

Salary is $42,000. Benefits available include health, dental, vision, life and long-term disability insurance, as well as a selection of several defined contribution retirement plans. Dependents and spouses of UNC Employees who are employed at 0.5 FTE or above are eligible for undergraduate dependent tuition grants of up to 50%. These tuition grants will cover in-state tuition charges. Further requirements may exist. Other benefits may be available based on position.

Additional Requirements

Satisfactory completion of a background check, educational check, and authorization to work in the United States is required after a conditional offer of employment has been made. The successful candidate must submit original transcripts within one (1) month of hire.

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