LMS Tech Support Specialist

Webster University St. Louis, MO Full-time Information Services / Technology (IT)

Posted on April 23, 2024

Apply Now

LMS Tech Support Specialist

Description
Webster University, founded in 1915 with its home campus based in St. Louis, Missouri, USA, is a private, nonprofit university with campus locations around the world. Webster University prides itself on providing quality education, welcoming diverse talent and offering competitive compensation packages, including generous time off and immediate tuition paid benefits.

The LMS Technical Support Specialist is a member of the Support, Training & Technology team.

The Support, Training & Technology focus area have the following primary responsibilities:

Provides support to ensure that all Webster's courses are ready and available to both students and faculty before the start of each term.
Assist IT Service Desk with customer support and management. Work closely to monitor and plan for key support dates.
Work within Service Work System to monitor customer service quality, expectations and report out to Manager.
Assist the IT Helpdesk, and Support, Training and Technology with technical training and support of faculty and students who use WorldClassRoom for online and web enhanced courses.
Update and maintain reports and presentations related to support tickets, software and services

As a member of this team, the LMS Technical Support Specialist is the first point of contact for Level II support requests from the University IT Service Desk and other support teams across the University network. This individual is also the backup LMS administrator, meaning that they will cross-train on specific duties and responsibilities. In addition, this individual also assists the Instructional Design team with content-related updates and course management responsibilities.

This person should anticipate that at least 50% of their work will be done outside the standard (8:30-4:30, M-F) schedule. Times will be negotiated with Manager and rest of team to provide support coverage

Location:
Webster Groves Campus-WEBG

Minimum Qualifications

Bachelor's degree required or at least one year of related experience and/or training.
Experience taking an online class
Experience using Microsoft Office/Office 365
Experience using and navigating an LMS, preferably Canvas
Experience using instructional technology tools such as Adobe CC, Respondus, lecture capture software, Snag It, or others
Experience writing formal communications as well as technical writing for standard operating procedures.
Able to learn effectively and meet deadlines.
Demonstrated troubleshooting and problem-solving skills.
Excellent interpersonal skills, strong organizational skills with attention to detail and the ability to work independently while managing multiple tasks.
Excellent customer service and communication skills including the ability to respond to questions and interpret technical information clearly and effectively; and to provide telephone and face-to-face support to clients with varied computer skills
Experience working productively in cross-functional teams and/or resourcefully and independently as an individual.

Preferred Qualifications

Ability to edit basic HTML
Experience creating support materials using video
Knowledge of basic accessibility requirements
Experience with Zoom or other web conferencing tools

Exceptional customer service skills and the ability to handle customers who are in high stress situations.

Department
Online Programs-ONLP

Special Instructions For Applicant

Physical Demands

Within the range of a normal office environment

To apply, visit https://recruiting.adp.com/srccar/public/RTI.home?r=5000991437506&c=1180715&d=ExternalCareerSite&rb=jobelephant

Apply Now