Tri C Company Inc
Online Learning Technology Support Specialist
Tri C Company Inc, Cleveland, Ohio, us, 44101
Online Learning Technology Support Specialist
Department:
Online Learning and Academic Technology
Location:
Jerry Sue Thornton Center
Reports To:
Director, OLAT
Recruitment Type:
External/Internal
Requisition ID:
req4010
Employment Type:
Part-Time Support Staff
Union Position:
Non-Union
Work Schedule:
TBA 5 Hour Days (Monday, Tues, Wed, Thursday)
Number of Openings:
1
Job Description:
SUMMARY
Thispart-time position provides technology support forfaculty and students and college-wide training for online technologies. In addition, the OLTSS is the subject matterexpert to faculty and students as it relates to the learning management system (BlackboardLearn), and other online learning technologies.
ESSENTIALFUNCTIONS
Provides help desk support for faculty and students for Blackboard Learn and other online LMS technologiesAssists faculty and students with orientation to and navigation of the Tri-C online learning environmentAssists in facilitating online technology process workshops for faculty, program managers, faculty coordinators and deans both face to face and virtuallyAssists in development of metrics to track, collect, and interpret data related to faculty and student satisfaction in alignment with student progress and completionAssists in the creation, training and deployment of asynchronous/synchronous learning support resources for faculty and students in a variety of delivery modesImplements and evaluates the success of solutions, and OLAT faculty and student support programsCollaborates with faculty development and student services areas to provide training for faculty and students on the use of the College's other online learning technologiesCollaborates with the online learning and Tech Support Specialists in OLAT and ITS to identify faculty needs and training gapsWorks collaboratively with the Specialist, Interactive Learning Designers (SILD) (s) to assess the needs of faculty in order to design, develop and implement the most pedagogical and technically appropriate solutionsPerforms other duties as assignedREQUIRED QUALIFICATIONS
EDUCATION ANDEXPERIENCE/TRAINING
Bachelor's degreeSignificant experience may substitute for education
Minimum of two years of customer service/technical support related experience in a customer support environmentDemonstrated experience developing electronic instructional materials and conducting technical demonstrations or workshopsDemonstrated experience working in a technology-enabled work environmentDemonstrated experience making sound decisions that affect a work unit or teamDemonstrated experience in a role requiring diverse problem-solving methods in a variety of situationsKNOWLEDGE, SKILLS andABILITIES
Understanding of helpdesk ticketing systems. Example: Footprints, Heat, SmartView, Service Now, ISM, Ivanti.Possesses working knowledge of online support systems, (such as Blackboard Learn, Webex, Mediasite, Respondus, SoftChalk, etc.) concepts, and online best practices and procedures with the ability to use in varied situations as it pertains to the departmental focusExcellent verbal, written and interpersonal communication, team focused support and organizational skills.Excellent customer service skills and proven ability to develop and sustain productive customer relationships.Possesses basic project management skillsPossesses intermediate skills with Blackboard Learn/Ultra or Learning Management Suite (LMS) equivalent programPossesses basic proficiency with Microsoft Outlook, Word, Excel and PowerPointAbility to confidentially and discreetly handle subject matters requiring privacy and sensitivityStrong technology acumen with working knowledge of the InternetAbility to work in a fast-paced environment, high call volume environmentFamiliarity with current trends in online learningUnderstanding of instructional delivery strategies that technology offers to higher education, specifically through the use of media and the InternetAbility to work well with students, faculty, department staff, and managementAbility to problem solve effectively and think creatively and systematicallyAbility to perform multiple detailed tasks, manage priorities and work within tight deadlinesSensitivity to appropriately respond to the needs of a diverse populationCOMPETENCIES
CRITICALCOMPETENCIES
Customer ServiceCommunicationTime UtilizationVERYIMPORTANT COMPETENCIES
CollaborationAdaptabilityQuality of WorkIMPORTANT COMPETENCIES
Continuous ImprovementPREFERRED QUALIFICATIONS
EDUCATION ANDEXPERIENCE/TRAINING
Master's degreeDemonstrated experience working with clients in designing and developing technical training materialsDemonstrated experience working with students and faculty in a higher education environmentDemonstrated experience working with Blackboard Learn/Ultra, Canvas, D2L Brightspace, Mediasite, Panopto, ProctorU, Honor Lock, SoftChalk, Respondus, Articulate Storyline 360Demonstrated experience working with Apple products such as the iPad, Mac, etc.Demonstrated experience working with emerging technologies such as blogs, wikis, social networking sites, etc.PHYSICAL DEMANDS/WORKING CONDITIONS
(The demands described here are representative ofthose that must be met by an employee to successfully perform the essentialfunctions of this job. Reasonableaccommodations may be made to enable individuals with disabilities to performthe essential functions.)
This part time position will require you to login to Webex Teams and be available to interact with the OLAT staff and contractors during at regularly scheduled times during the week.Employee will be required to have access to, stable broadband access, and is required to be logged in access to Tri-C's Webex Teams app while they are working.Typically, the employee may sit comfortably to perform the duties of the job and will perform repetitive motions with hands/fingers using a computer mouse and keyboard to type.However, there may be some walking; standing; bending; carrying of light items such as papers, files, pamphlets, books, etc.Work may also require walking and standing in conjunction with travel to and attendance at meetings and conferences away from the worksite
Special Note:
Special Instructions to Applicants:
During the application process, you may be required to attach a cover letter and/or resume. It is recommended that you have these documents ready to be attached electronically to the online application. This system accepts only MS Word or PDF attachments. Any employment with the College is contingent upon satisfactory completion of a background check and drug screen.
Affirmative Action Statement:
Cuyahoga Community College is committed to attaining excellence through the recruitment and retention of a qualified and diverse workforce. Cuyahoga Community College is an equal employment/educational opportunity institution.
Department:
Online Learning and Academic Technology
Location:
Jerry Sue Thornton Center
Reports To:
Director, OLAT
Recruitment Type:
External/Internal
Requisition ID:
req4010
Employment Type:
Part-Time Support Staff
Union Position:
Non-Union
Work Schedule:
TBA 5 Hour Days (Monday, Tues, Wed, Thursday)
Number of Openings:
1
Job Description:
SUMMARY
Thispart-time position provides technology support forfaculty and students and college-wide training for online technologies. In addition, the OLTSS is the subject matterexpert to faculty and students as it relates to the learning management system (BlackboardLearn), and other online learning technologies.
ESSENTIALFUNCTIONS
Provides help desk support for faculty and students for Blackboard Learn and other online LMS technologiesAssists faculty and students with orientation to and navigation of the Tri-C online learning environmentAssists in facilitating online technology process workshops for faculty, program managers, faculty coordinators and deans both face to face and virtuallyAssists in development of metrics to track, collect, and interpret data related to faculty and student satisfaction in alignment with student progress and completionAssists in the creation, training and deployment of asynchronous/synchronous learning support resources for faculty and students in a variety of delivery modesImplements and evaluates the success of solutions, and OLAT faculty and student support programsCollaborates with faculty development and student services areas to provide training for faculty and students on the use of the College's other online learning technologiesCollaborates with the online learning and Tech Support Specialists in OLAT and ITS to identify faculty needs and training gapsWorks collaboratively with the Specialist, Interactive Learning Designers (SILD) (s) to assess the needs of faculty in order to design, develop and implement the most pedagogical and technically appropriate solutionsPerforms other duties as assignedREQUIRED QUALIFICATIONS
EDUCATION ANDEXPERIENCE/TRAINING
Bachelor's degreeSignificant experience may substitute for education
Minimum of two years of customer service/technical support related experience in a customer support environmentDemonstrated experience developing electronic instructional materials and conducting technical demonstrations or workshopsDemonstrated experience working in a technology-enabled work environmentDemonstrated experience making sound decisions that affect a work unit or teamDemonstrated experience in a role requiring diverse problem-solving methods in a variety of situationsKNOWLEDGE, SKILLS andABILITIES
Understanding of helpdesk ticketing systems. Example: Footprints, Heat, SmartView, Service Now, ISM, Ivanti.Possesses working knowledge of online support systems, (such as Blackboard Learn, Webex, Mediasite, Respondus, SoftChalk, etc.) concepts, and online best practices and procedures with the ability to use in varied situations as it pertains to the departmental focusExcellent verbal, written and interpersonal communication, team focused support and organizational skills.Excellent customer service skills and proven ability to develop and sustain productive customer relationships.Possesses basic project management skillsPossesses intermediate skills with Blackboard Learn/Ultra or Learning Management Suite (LMS) equivalent programPossesses basic proficiency with Microsoft Outlook, Word, Excel and PowerPointAbility to confidentially and discreetly handle subject matters requiring privacy and sensitivityStrong technology acumen with working knowledge of the InternetAbility to work in a fast-paced environment, high call volume environmentFamiliarity with current trends in online learningUnderstanding of instructional delivery strategies that technology offers to higher education, specifically through the use of media and the InternetAbility to work well with students, faculty, department staff, and managementAbility to problem solve effectively and think creatively and systematicallyAbility to perform multiple detailed tasks, manage priorities and work within tight deadlinesSensitivity to appropriately respond to the needs of a diverse populationCOMPETENCIES
CRITICALCOMPETENCIES
Customer ServiceCommunicationTime UtilizationVERYIMPORTANT COMPETENCIES
CollaborationAdaptabilityQuality of WorkIMPORTANT COMPETENCIES
Continuous ImprovementPREFERRED QUALIFICATIONS
EDUCATION ANDEXPERIENCE/TRAINING
Master's degreeDemonstrated experience working with clients in designing and developing technical training materialsDemonstrated experience working with students and faculty in a higher education environmentDemonstrated experience working with Blackboard Learn/Ultra, Canvas, D2L Brightspace, Mediasite, Panopto, ProctorU, Honor Lock, SoftChalk, Respondus, Articulate Storyline 360Demonstrated experience working with Apple products such as the iPad, Mac, etc.Demonstrated experience working with emerging technologies such as blogs, wikis, social networking sites, etc.PHYSICAL DEMANDS/WORKING CONDITIONS
(The demands described here are representative ofthose that must be met by an employee to successfully perform the essentialfunctions of this job. Reasonableaccommodations may be made to enable individuals with disabilities to performthe essential functions.)
This part time position will require you to login to Webex Teams and be available to interact with the OLAT staff and contractors during at regularly scheduled times during the week.Employee will be required to have access to, stable broadband access, and is required to be logged in access to Tri-C's Webex Teams app while they are working.Typically, the employee may sit comfortably to perform the duties of the job and will perform repetitive motions with hands/fingers using a computer mouse and keyboard to type.However, there may be some walking; standing; bending; carrying of light items such as papers, files, pamphlets, books, etc.Work may also require walking and standing in conjunction with travel to and attendance at meetings and conferences away from the worksite
Special Note:
Special Instructions to Applicants:
During the application process, you may be required to attach a cover letter and/or resume. It is recommended that you have these documents ready to be attached electronically to the online application. This system accepts only MS Word or PDF attachments. Any employment with the College is contingent upon satisfactory completion of a background check and drug screen.
Affirmative Action Statement:
Cuyahoga Community College is committed to attaining excellence through the recruitment and retention of a qualified and diverse workforce. Cuyahoga Community College is an equal employment/educational opportunity institution.