Academic Technology Support Specialist

Under the general supervision of the Manager, Academic Technology  the Academic Technology Support Specialist assists the various teams in providing more advanced technical, administrative and logistical support for online components of graduate and undergraduate courses. The AT Specialist provides support to the LMS (Learning Management System) users in the investigation, analysis, and resolution of all problems related specifically to Blackboard and its integrated applications. 

TYPE OF SUPERVISION RECEIVED:  General Supervision

POSITION DUTIES AND RESPONSIBILITIES:   

Essential functions:  100% of time

• In collaboration with the instructional designers, assist with building, development and re-development of online and blended courses using the Blackboard LMS. Course building work will include uploading documents, using basic HTML coding and audio/visual modalities. Upload documents designed and developed by faculty, building discussion forums, creating online space within the LMS for group participation (WIKI, Blogs, etc.), grade book, library resources, links to internal and external sites and resources, exam and quiz building. 

• Build new courses, and audit older shells;check and update for continuous improvement to ensure proper functionality for the student and instructor. 

• Provide application and advanced technical support to Brandman LMS users and its integrated applications.

• Provide escalated help and support via the phone, email and/or Adobe Connect, Live Text, GradeMark, and other external software for Brandman users in troubleshooting and problem solving in the more advanced technical uses of the LMS platform. 

• Assistance in maintaining and tracking of systems for instructional design and courseware development projects, as needed.

• Assist with the development of instructional materials for workshops and LMS trainings. Collaborate with the Instructional Designer to create a pipeline for course revisions based on the efficacy of the course shell.      

• Provide support, relating to Blackboard which includes: 

  • Assist users in troubleshooting Blackboard issues; provide Blackboard ticket support

  • Monitor  updates in Blackboard, test and review results

  • Manage Blackboard Integrations

  • Course management:

    •  course archiving

    • portal functions

    •  user roles and user privileges 

    • authentication, and authorization

    • course creation

    • communication with IT services

• Serve as the liason for Turnitin 

• Communicate with other university support services to coordinate support for online and blended faculty, students, and potential students in an attempt to make the entire online education experience more user-friendly, effective, and seamless.

• Other duties as assigned. 

   

Non-Essential Functions of the Job: None identified at this time.

POSITION SPECIFICATIONS AND REQUIREMENTS:

 Special Conditions of Employment:  

Working conditions are normal for an office environment.  Need to be able to work flexible hours particularly given hours of operations.  Applicants for this position are subject to a criminal history review. 

Previous Experience:  

Required:

• Moderate/Advanced technical skills, specifically with Learning Management Systems/Blackboard.

• Sufficient analytical skills to troubleshoot software and hardware user problems. 

• Strong familiarity with both PC and Mac operating environment.

• Excellent verbal and written communication skills, including communicating technical information in terms understandable to faculty clients.

• Ability and willingness to work independently in a team environment, with limited supervision. 

• Proven customer service skills which include diplomatically, patiently, and successfully handling problems, questions, conflicts, and suggestions.

• Ability to exercise discretion and independent judgment within scope of delegated authority.

• Some Web and multimedia development experience and/or training required.

Desired Qualifications:

• Ability to take initiative in providing support to the Blackboard users, as well as, an understanding of the different needs and perspectives of different departments within the non-profit educational institution.

• Experience in delivering technology-based learning.

• Familiarity with Camtasia, Captivate and Adobe Creative Suite preferable. 

   

  Knowledge and Education:  

• B.A. degree required / or equivalent work experience with an IT emphasis desired. 

   

      Machines, Tools, Equipment, Electronic Devices and Software:  

License(s) and Certificate(s):  

Contact with Students:  Rarely

Contact with Faculty and/or Staff:  Frequent

Contact with Community and Vendors: Rarely

Confidentiality:  Position has access to confidential and proprietary information including technical and business information; all information is considered “confidential information.” 

Equal Employment Opportunity - Brandman University is committed to providing an educational and work environment free of unlawful discrimination and harassment in any form. Brandman prohibits all forms of discrimination and harassment on the basis of age, ancestry, color, religious creed (including religious dress and grooming practices), disability (mental and physical), marital status, medical condition, genetic information, military and veteran status, national origin (including language use restrictions), race, sex (including pregnancy, childbirth, breastfeeding, and/ related medical conditions), gender, gender identity, gender expression, sexual orientation, or any other characteristic protected by local, state or federal law.

Reasonable Accommodation – Brandman University provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the recruitment department at burecruiting@brandman.edu.