Sam Houston State University Technology Support Analyst II - LMS Support Specialist (Remote) in Huntsville, Texas

Requisition: 202300421S Occupational Category (Staff Positions Only): Technical/Para-Professional Hiring Salary: Monthly-Staff Department: SHSU Online General Requirements: Bachelor’s Degree in Computer Science or related field. Two years of experience in a related field required. Working technical knowledge of current network protocols, operating systems, and standards, including Windows and Mac OS, Microsoft Office, printers, basic multimedia systems and e-mail applications is required. Experience with Blackboard Learning Management Systems ( LMS ) and/or Help Desk is preferred. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered. Nature & Purpose of Position/Usual Duties: Provides problem analysis, instructional support, and comprehensive assistance to users (classroom-based, hybrid and fully online) of the university’s Learning Management System, incorporated third party software and applications, and any associated technology as required to ensure the goals of the Academic Instructional Technology and Distance Education Department are successfully accomplished. Primary Responsibilities (Staff Positions Only): Assists users of the Blackboard Learning Management Systems ( LMS ) or associated/incorporated third-party software and “building blocks” with any issue or problem that the users might be experiencing. Communicates via email, telephone or other avenues including the use of remote access software that might be utilized by the department. Troubleshoots any level of problem including those requiring escalation to higher levels of attention. Upon successful diagnosis of issue, provides the necessary instructions, directions, and support as needed to resolve the issue to the satisfaction of the client. Continually researches and learns new techniques and tips that become available as technology improves and evolves, stays up-to-date on technology software and hardware, upgrades, introductions, and discoveries. Works with the Sam Houston State University Online Tech Team to develop and maintain help/solution databases, records of issues and incidents as a resource for justification, discovery of needs, department and Tech Team improvement, and possible expansions. Provides guidance and instruction to junior members and student employees on the tech team. Supports the development of training tutorials and materials when determined as necessary by the department. Assists online faculty and students with problems in their courses and researches online courses to ensure there are not any problems. Assists interested Sam Houston State University students in finding information about programs, admissions requirements, and financial aid information. Performs other related duties as assigned. Source link Apply tot his job