Classification & Regular HoursHours per Week: 35
Salary Grade: 14
The base salary will be $67,680 - $96,590 per annum. Starting salary will be aligned with the successful candidate's experience, skills, and demonstrated qualifications.
ResponsibilitiesThe Technical Support Specialist (Learning Management System) is a key member of the Services & Application Support Team who provides support for Western's Learning Management System and its associated suite of tools which are a mission-critical part of Western's technology services. The role provides escalated technical support and consultation to faculty and staff using the LMS and associated tools in their courses. The Specialist fulfills the role of solution specialist in supporting and assisting faculty and staff in leveraging and using the suite of LMS tools, including providing technical support, documentation, and training.
QualificationsEducation:
- College Diploma in an Information Technology field or a University Degree with a minor in an Information Technology field
- College Diploma in Computer Systems Technology or University Degree in an Information Technology field preferred
- Training and certification in a modern cloud based LMS such as Blackboard, Canvas or D2L Brightspace preferred
Experience:
- 3 years' experience providing end user support in a modern cloud based LMS such as Blackboard, Canvas or D2L Brightspace
- 3 years' experience in customer service in an IT environment
- Previous experience with support in a modern cloud based LMS such as Blackboard, Canvas or D2L Brightspace in an academic IT environment preferred
Knowledge, Skills & Abilities:
- Knowledge and expertise with modern Learning Management Systems and associated tools
- Knowledge of computer system administration, including computer networks, operating systems, and application software
- Ability to work independently and collaboratively in a team environment
- Seeks and shares relevant information, opinions, and judgments
- Critical thinking and discernment to assess and scope areas for improvement and an ability to offer creative solutions
- Applies new knowledge and skills to practical use on the job; furthers learning through experience in practicing new approaches and behaviors
- Strong presentation skills with demonstrated ability to conduct training sessions and instruct others
- Strong customer service skills to handle inquiries and resolve issues in a professional and timely manner
- Ability to understand customer needs and expectations and provide excellent customer service directly and indirectly to satisfy those expectations
- Ability and willingness to stay abreast of technological developments in LMS tools
- Ability and willingness to stay abreast of technological development and adapt efficiently to emerging priorities
- Demonstrated oral and written communication skills to effectively interact with technical and non-technical users from internal contacts up to senior management
- Ability to write clear, concise procedural documentation
- Ability to build and maintain lasting relationships with other departments and key business partners
- Ability to perform duties in a professional and courteous manner and produce high quality work while meeting deadlines
Please Note:This position is an existing vacancy. This position is fully in-person, on-site. We thank all applicants for their interest; however, only those chosen for an interview will be contacted.
