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Position Summary: The Online Learning Solutions Specialist serves as the primary technical support specialist within the Center for Interactive Teaching & Learning (CiTL), focusing on responding to and resolving support tickets related to Canvas Learning Management System (LMS) and its integrated academic technologies. This position works closely with the part-time Faculty Online Support staff, performing similar duties at a higher level, and assumes responsibility for tracking, resolving, and reporting on complex and recurring issues. The role contributes to a high-quality teaching and learning experience by ensuring the reliability and effectiveness of academic technologies used across all course modalities. Essential Job Duties and Responsibilities: - Respond to Faculty Help tickets and serve as the primary responder to escalated Tier 3 support tickets, addressing complex technical and instructional technology issues related to Canvas LMS and integrated tools.
- Track, analyze, and report on trends and recurring issues in support tickets, recommending solutions and process improvements.
- Provide advanced support, configuration assistance, and troubleshooting for Canvas-integrated academic technologies, including Student Opinion Questionnaires (SOQs), online proctoring solutions, and other tools used in online teaching and assessment.
- Collaborate with part-time Faculty Online Support staff to ensure timely and effective resolution of faculty and student support needs.
- Assist in monitoring, maintaining, and documenting processes for Canvas and related tools to ensure quality and consistency across courses.
- Communicate regular updates on support trends, common issues, and opportunities for training or system improvement to the Director of Online Technologies.
- Provide internal documentation and guidance for faculty and support teams regarding Canvas processes, tool usage, and best practices.
- Support accessibility and compliance initiatives by reviewing course sites and tools for ADA, WCAG, and Universal Design for Learning (UDL) standards.
- Participate in semester readiness processes, including preparation and maintenance of online course sites and configurations.
- Stay current with emerging instructional technology trends, making recommendations for improvements or new tools as appropriate.
- Participate in team, departmental, and division meetings, and contribute to a collaborative and responsive support environment
- Perform other duties as assigned.
- Utilize technology, including AI-enabled tools and software where appropriate, to support the effective performance of assigned duties, enhance productivity, improve communication and information management, support decision-making, and other responsibilities, while ensuring compliance with confidentiality requirements, institutional policies, procedures, and applicable regulations.
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| Minimum Qualifications: | Minimum Required Knowledge, Skills and Abilities: - Bachelor’s degree or higher and at least one (2) years of experience supporting instructional technologies or academic systems, or equivalent combination of education and experience.
- Proficiency in administering and supporting LMS, preferably Canvas, and their integrated tools.
- Demonstrated technical troubleshooting skills and ability to resolve complex LMS and integration issues.
- Experience in helpdesk or customer support, including resolving escalated issues effectively.
- Availability to work one (1) weekend day per week as part of a standard schedule.
- Working knowledge of ADA, UDL, and federal compliance requirements related to online learning environments.
- Strong interpersonal, communication, and active listening skills with a commitment to excellent customer service.
- Ability to document procedures clearly and train others as needed.
- Ability to work independently and collaboratively, managing multiple priorities with accuracy and attention to detail.
- Flexibility to occasionally adjust work hours to meet institutional needs.
- Ability to use workplace technology relevant to the position, including the capacity to learn and appropriately leverage emerging AI-supported tools. Ability to assess the accuracy and reliability of AI-generated content, maintain confidentiality, and apply sound judgment and ethical practices in the use of technology.
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| Preferred Qualifications: | Additional Preferred Qualifications: - Master’s degree in information technology or a related IT field
- Experience directly supporting higher education faculty with online instructional technology.
- Familiarity with tools such as Honorlock (or similar online proctoring), SOQs (e.g., Explorance Blue), and other educational technologies.
- Understanding of higher education teaching and learning practices, particularly in online and hybrid formats.
- Knowledge of APIs and LTIs, ability to evaluate their impact on LMS performance and user experience.
- Experience developing and presenting clear, actionable data and reports for college leadership.
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