Job Title:  Digital Learning Support Specialist                        Wage/Hour Status:  Exempt

Reports to:  Coordinator of Instructional Technology              Pay Grade:  Teacher pay scale (195 days)

Dept./School:  Technology Services                                     Date Revised:  09/2020

Primary Purpose:

The Digital Learning Support Specialist will provide support for all district students and staff, and assist in the management of the district learning management systems (Canvas & Seesaw). They will properly escalate unresolved queries to the appropriate level of support. They will create support documentation for the District’s adopted technology resources.

Qualifications:

Education/Experience:

• Bachelor’s degree from accredited university
• Valid Texas teaching certificate with required endorsements or required training for subject and level assigned
• Minimum of three years instructional experience

Required Knowledge/Skills:

• Experience integrating technology in teaching and learning 
• Understanding of the relationships between curriculum, instruction & technology
• Ability to synthesize needs and act on solutions
• Knowledge of installation and troubleshooting of computer-related equipment and peripherals
• Experience with a variety of computer operating systems and hardware configurations
• Customer service orientation
• Effective interpersonal, organizational, and communication skills
• Initiative and problem-solving skills
• Strong client-facing and communication skills

Major Responsibilities and Duties:

1. Provide support and convey resolutions to district student and staff issues
2. Properly escalate unresolved queries to the next level of support
3. Walk end users through the problem-solving process
4. Collaborate with instructional technology coaches to support teacher competencies and student success
5. Create support documentation for the District’s adopted technology resources
6. Provide remote support to various levels of users
7. Provide onsite and remote assistance for staff
8. Follow up with customers, provide feedback and see problems through to resolution
9. Utilize excellent customer service skills and exceed customers’ expectations
10. Ensure proper recording, documentation, and closure
11. Recommend procedure modifications or improvements
12. Preserve and grow your knowledge of help desk procedures, products, and services
13. Assist in the management of the districts learning management systems
14. Maintain confidentiality
15. Participate in meetings and training as designed by District staff
16. All other duties as assigned

Equipment Used:

Personal computers, laptops, mobile computing devices, telecommunications equipment, networking equipment, wireless access devices, audio/video equipment and other peripheral devices.

Mental Demands/Physical Demands/Environmental Factors:

Must be able to sit or stand for extended periods of time; have the dexterity of hands and fingers for keyboarding and other job functions; able to bend at the waist, kneel or crouch; able to lift, carry, push and/or pull items of up to 50lbs.