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Job Details


Senior Online Learning Support Specialist (Full Time)

Location: Troy, NY Country: United States of America Rate: $58,000-$60,000

Senior Online Learning Support Specialist

Notice of Vacant Position

Applications are being accepted for the following vacancy on the Non-Teaching Professional staff of Hudson Valley Community College, Troy, New York.

Senior Online Learning Support Specialist HV-NTP-2015

In order to be considered an applicant for this position you must meet the minimum qualifications as stated in this announcement. Applicants must be legally authorized to work in the United States and appointment will be contingent upon completion of a background check.

Minimum Requirements: Master's Degree in Educational Technology, Computer Information Technology or related discipline with three to four years of experience working in the field of Online Education Support or related field. Expertise in the Blackboard Learning Management System. Familiarity with Blackboard System Administration module panel. Experience providing technical Help Desk services in a busy and rapidly evolving environment. Familiarity with Blackboard Building Blocks and LTIs. Demonstrated strong organizational, conceptual and diagnostic troubleshooting and problem-solving skills. Demonstrated training or staff development experience. Demonstrated skills in multimedia and web applications. Ability to work independently and collaboratively as a member of a tightly integrated unit. Excellent customer service skills. Excellent written and interpersonal communication skills. Effective public speaking, presentation and listening skills.

Duties and Responsibilities, Technical Support:

  • Provides daily Blackboard LMS technical support to faculty and students via the Help Desk role, by phone, email and in person, to resolve end-user technical issues, escalating as necessary.
  • Coordinates the Distance and Online Learning Help Desk, including tracking and compiling Help Desk data for unit assessments.
  • Reviews Blackboard LMS monthly release notes for continuous deployment updates, tests on staging instance for potential user issues, faculty and student workflow changes, and/or new functionality, before updates are applied to production. Documents and communicates findings, inform ITS and contacts Blackboard if problems are found.
  • Updates and maintains the Help Desk Organization for internal departmental use.
  • Collaborates with Instructional Designers on updates of technical components of online and web-enhanced training materials for faculty workshops and independent training.
  • Initiates and conducts level 1 and 2 diagnostic troubleshooting and tracking of Blackboard LMS system and integrated software tickets, using elevated SysAdmin access.
  • Liaison with ITS on LMS testing and maintenance, Open SUNY Helpdesk, and CLC staff for Bb updates impacting students.
  • Participates in relevant SUNY Workplace groups, online learning listservs such as Bb Community, and others.

Duties and Responsibilities, User Support:

  • Maintains current knowledge of the college's policies and procedures for the LMS and its users.
  • Works in a collaborative team environment to deliver user support services via email, phone, web conferencing, and in-person to online students, faculty and staff, including on-demand training.
  • Creates and maintain tutorials and end-user documentation using appropriate application software and authoring systems (ex. WordPress, Camtasia, PowerPoint) to support online learning.
  • Develops and maintains Blackboard LMS Orientation online course for students, and work with other college departments to improve online access to student services.
  • Develops and maintains Blackboard LMS online course for using Organizations, for faculty/staff/administrators.
  • Participate in professional development activities such as workshops and conferences in order to keep current in Help Desk best practices and tools, instructional technologies, and help prepare papers and reports on Hudson Valley Community College distance learning initiatives.
  • Performs other related duties as assigned.

The Salary Range is $58,000-$60,000

Women, minorities, veterans and individuals with disabilities and veterans are encouraged to apply.

Hudson Valley Community College is an Affirmative Action/Equal Opportunity/Employer.

Posted Date: 06 Dec 2019 Reference: JS031116TROYNY Company: Hudson Valley Community College Contact: Hudson Valley Community College