Position Title

Learning Support Specialist

Requisition Number

20122570

Type of Employment

Full-Time Regular

Number Of Months

12

Months Employed

June to May

Number of Hours per Day/Week

40 hours per week

Daily Hours

8am - 5pm

Summary of Position

This position is a part of the Learning Design and Support team within Teaching and Learning Technologies (TLT). This position supports and advances the use of instructional technologies. The main responsibilities of this position include consulting, training, and triaging support requests from users in collaboration with the student staff. Efforts are focused on the university’s learning management system (LMS) and connected tools (plug-ins and integrations). This position reports through Teaching and Learning Technologies within the Office of Information Technology (IT). IT is in the division of Finance & Administration.

Benefits of Working at Elon University As an Elon University employee, you’ll join an internationally acclaimed university with a commitment to fostering a thriving community. Ranked among the most innovative, creative and best-run universities in the nation, Elon’s personal approach to education extends to employees, whose growth, professional development and success is a hallmark of our training and advancement opportunities.

Elon University’s home is the charming town of Elon, North Carolina, a small, friendly community located a short distance from the beach and the mountains, and among the vibrant cities of Greensboro, Raleigh and Durham. In addition to the beautiful canopy of historic oak trees iconic to our campus, you’ll find boundless opportunities for family-friendly recreation, cultural events and outdoor activities. Hiking, water sports, fine dining and entertainment are just a few of the many happenings in the Elon area, making the region one of the nation’s premier travel destinations.

Employees at Elon enjoy a generous and comprehensive benefits package that includes: · 28 annual days off, including holidays and vacation.

• Immediate tuition remission for employees.
• Retirement plan with an 8 percent contribution from the university.
• Immediate eligibility for health, dental and vision insurance, along with free acute care and lab services at our onsite Health & Wellness Clinic.
• Free use of campus fitness facilities.
• Free admission to musical and theater performances, guest speakers, religious and ethnic observances, recitals, art exhibitions, entertainment and our Division I Phoenix athletics.

Eligibility for tuition remission at Elon for spouses, qualifying domestic partners and dependents begins at three years of service. After four years of employment, eligibility begins for participation in the Tuition Exchange, a national scholarship exchange program that enables dependents to enroll in nationally recognized partner colleges and universities.

Elon values and celebrates the diverse backgrounds, cultures, experiences and perspectives of our community members. As an equal opportunity employer, Elon’s principles of diversity extend to race and gender identity, age, disability status, veteran status, sexual orientation, religion, and other aspects of one’s identity. At Elon, our employees respect human differences, passion for lifelong learning, emphasis on personal integrity and an ethic of service.

Education Requirements

Bachelor’s degree or equivalent combination of education and experience supporting an LMS or instructional technologies.

Degree/Major

Preferred degree in Education, Communications, Technology-focused fields, or other relevant fields of study.

Length of Experience

Minimum of 1 – 2 years of experience required, 3+ years of experience is preferred.

Supervisory Experience

Yes

Supervisory Experience Detail

This position gives guidance, work direction and training to student consultants.

Special Skills or Experience

• Demonstrated knowledge of instructional technologies in an educational environment.

• Experience using an LMS.

• Experience with technical writing for creating knowledge base articles and updating documentation.

• Excellent communication skills for consulting and providing quality customer service experience for users.

• Experience as an LMS administrator.

• Experience in a higher education environment.

• Experience using ticketing systems like Team Dynamix or Service Now.

• Experience using Microsoft Office 365, specifically Word, Excel, Teams, and Outlook.

Special Instructions to Applicants

Posting Date

05/17/2023

Closing Date

05/23/2023

Open Until Filled

No

General Purpose of Position

This position is a part of the Learning Design and Support team within Teaching and Learning Technologies (TLT). This position supports and advances the use of instructional technologies. The main responsibilities of this position include consulting, training, and triaging support requests from users in collaboration with the student staff. Efforts are focused on the university’s learning management system (LMS) and connected tools (plug-ins and integrations). This position reports through Teaching and Learning Technologies within the Office of Information Technology (IT). IT is in the division of Finance & Administration.

Essential Duties and Responsibilities

• Manage the intake and fulfilment of service requests and incidents as per the defined service level agreement.
• Collaborate with student staff to triage requests from faculty, staff, and students by providing support or connecting them with Instructional Technologists within the team.
• Mentor student staff to troubleshoot technology problems and provide training and feedback to ensure a good customer service experience.
• Work with campus partners to support their technology requests.

• Serve as one of the administrators for the university’s LMS and connected tools by supporting users and managing the systems.
• Support upgrades to the LMS and connected tools.
• Manage course and user data in the LMS through the development of processes/policies, partnerships with IT staff and campus departments, and regular maintenance of systems.
• Build strong relationships with vendors to ensure ongoing support for maintaining and upgrading systems.
• Serve as a liaison between the campus users and the vendors to resolve issues that users encounter while using different systems.
• Write and maintain technical documentation for the LMS and other instructional technologies in collaboration with student staff.

• Consult, train, and support faculty, staff, and students in the application of instructional technologies.
• Collaborate with Instructional Technologists to co-design and deliver technology trainings for faculty, staff, and students.
• Analyze and share data about department’s operational tasks to support internal training and workshop decisions.
• Analyze usage data to identify trends, patterns, and insights that can inform decisions about instructional technologies.
• Continuously monitor and evaluate the effectiveness of systems and processes to identify areas for improvement.
• Provide guidance on administrative and educational committees.

Education and Experience

Bachelor’s degree required or equivalent combination of education and experience. Preferred field of study in Education, Communications, Technology-focused fields, or other relevant fields of study. Requires at least 1 – 2 years of experience managing instructional technologies in a higher education environment, specifically a learning management system. At least 3 years of experience preferred.

Does this position require driving for the university?

No

ADDITIONAL INFORMATION.

• Demonstrated knowledge of instructional technologies in an educational environment.
• Experience using an LMS.
• Experience with technical writing for creating knowledge base articles and updating documentation.
• Excellent communication skills for consulting and providing quality customer service experience for users.

• Experience as an LMS administrator.
• Experience in a higher education environment.
• Experience using ticketing systems like Team Dynamix or Service Now.
• Experience using Microsoft Office 365, specifically Word, Excel, Teams, and Outlook