LMS Support Specialist (Remote)

202300277S

LMS Support Specialist (Remote)

Non-Exempt

This position is a pay grade 07. Please see Pay Grade Table at: https://pa-hrsuite-production.s3.amazonaws.com/116/docs/550174.pdf

Technical/Para-Professional

SHSU Online

Division of Academic Affairs

07/24/2023

Yes

Bachelor’s Degree in Learning Technologies, Computer Science, or related field. Two years of experience in related field required. Experience with the Blackboard Learning Management System (LMS) and/or Help Desk experience is preferred. Working technical knowledge of current operating systems and standards, including Windows and Mac OS, Microsoft Office, basic multimedia systems, and e-mail applications is required. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered.

Provides faculty and staff with comprehensive technical support for the university’s Learning Management System (LMS) and associated third-party software in support of the online education efforts of Sam Houston State University (SHSU) and our Texas State University System (TSUS) partner schools.

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 issues, provides the necessary instructions, directions, and support as needed to resolve the issue to the satisfaction of the client. Handles escalated Learning Management System (LMS) specific support calls/emails. Connects faculty to Instructional Design services, and other services within Sam Houston State University (SHSU) Online Operations, when appropriate. Completes course merges and course copies. Assists in analyzing issues to determine if they are caused by LMS and Learning Tools Inoperability (LTI) malfunction or user error. Helps process accommodation requests for LMS tests, quizzes, and other assessments. Handles enrollment management requests. Troubleshoots LMS grade center issues. Runs requested course reports. Handles date management issues. Assists with third party tool requests and troubleshooting. Performs other related duties as assigned.

Keeps current on emerging applications of instructional design, digital learning pedagogies, and instructional technology. Ability to work collaboratively including strong communication, interpersonal, and organizational skills. Resolves problems based on knowledge from training, experience and/or college level courses. Delivers solutions to seemingly new situations and issues on a regular basis. Skills of current computer technologies (desktop applications, World Wide Web, multimedia). Must be a team player.

Up to 100% of this position, over the fiscal year during off-peak periods, may be performed remotely as determined by the supervisor.

Position is currently remote and may require infrequent travel to Texas State University System (TSUS) campus locations across Texas.

Remote position will maintain a regular, fixed schedule based on the institution’s needs and as approved by departmental leadership. All appointments and correspondence, across the institution and with students, will be in a digital/internet-based format (e.g., Zoom, official SHSU email, instant messenger, phone) as this position will not hold in-person sessions. Will be responsible for providing all work-related materials for job functions as a stipend will not be granted to purchase items needed to complete job functions. A computer with one monitor or a laptop will be provided.

Position is responsible for providing all work-related materials including, but not limited to:
Stable, secure internet connection
Web camera, with microphone capabilities
Additional monitor (optional – 2 monitors are recommended)
Printer (optional)
Scanner (optional)
Headset (optional)
Office supplies (e.g., pens, paper, paperclips, highlighters)

Position is responsible for ensuring workstation remains undisturbed and is FERPA compliant in order to maintain a positive relationship with their students. Employees are not permitted to work in public, unsecured workspaces (e.g., coffee shops, public airspaces). The primary communication with the University, advising office, students, college partners, etc. will be through email, phone calls, Zoom, and online submissions of digital forms.

Full Time

https://shsu.peopleadmin.com/postings/35676

Sam Houston State University is an Equal Employment Opportunity/Affirmative Action Employer and Smoke/Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, creed, ancestry, marital status, citizenship, color, religion, sex, national origin, age, veteran status, disability status, sexual orientation, pregnancy, or gender identity or expression. Sam Houston State University is an “at will” employer. Employees with a contract will have additional terms and conditions. Security sensitive positions at SHSU require background checks in accordance with Education Code § 51.215.

Annual Security and Fire Safety Report