Job Title:  Online Learning Support Specialist                              Wage/Hour Status:  Non-Exempt/219 Day Calendar

Reports to:  Director of Technology Support                                Pay Grade:  Technology 2

Dept./School:  Technology Services                                           Date Revised:  08/2018

Primary Purpose:

The  Online Learning Support Specialist will provide support for all district virtual students and staff. Assist in the management of the district learning management system (Canvas). Properly escalating unresolved queries to the next level of support. Tracking, routing and redirecting problems to correct resources

Qualifications:

Education/Experience:

High School diploma or equivalency

Required Knowledge/Skills:

Knowledge of installation, troubleshooting, and repair 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 convey resolutions to district virtual students and staff issues
2. Properly escalate unresolved queries to the next level of support
3. Walk end users through the problem-solving process
4. Provide remote support to various levels of users
5. In limited occasions provide onsite assistance for staff
6. Follow up with customers, provide feedback and see problems through to resolution
7. Utilize excellent customer service skills and exceed customers’ expectations
8. Ensure proper recording, documentation, and closure
9. Recommend procedure modifications or improvements
10. Preserve and grow your knowledge of help desk procedures, products, and services
11. Install licensed software
12. Assist in the management of the districts online learning platform
13. Maintain confidentiality
14. Participate in meetings and training as designed by District staff
15. 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.