Client Support Technician II

University of South Florida•Tampa, FL

39d

About The Position

The Client Support Technician II on the Learning Management Systems team serves as the day-to-day technical and operational support for all supported Learning Management Systems. Learning Management Systems currently include Canvas, Linkedin Learning, Turnitin, Honorlock, and other smaller applications as needed. This position works with other team members and Subject Matter Experts (SMEs) to trouble shoot issues with the LMS or any of its technical interfaces, raises and documents issues via the escalation processes, and communicates information regarding upgrades, testing, and activation of new functionality. This role provides support to Faculty, Staff, and Students to ensure they can successfully use the LMS for their academic and administrative needs.

Requirements

High school diploma or equivalent
At least two years of customer service or IT experience
Appropriate college coursework, vocational/technical training, may substitute at an equivalent rate for the required experience
Valid driver's license
Canvas Operational Support
Jira Service Desk
Linux Command Line Proficiency
RESTful API Integration
SQL and Database Querying
Analytical thinking
Attention to detail
Communication
Time management
Teamwork
Agile Sprint Methodology
Academic Calendar Awareness
USF Grading and Syllabus Policy
ADA Accommodation Requirements

Responsibilities

Act as Tier 3 support for LMS issues.
Assists with troubleshooting and problem solving with other members of LMS team.
Liaise with Vendors as needed for more complex problem solving.
Participate in LMS updates, testing, and deployment of new features.
Collaborate with instructional designers, IT staff, and academic departments to enhance LMS usability.
Contribute to internal documentation and knowledge base development.
Support institutional projects such as LMS migrations, AI tool rollouts, and compliance initiatives.
Participate in sprint reviews, planning meetings, and cross-functional team discussions.
Creates and manages the overall course structure and sets up course programs based on specifications from the Learning & Development Specialist.
Publishes and archives online or blended learning solutions, assigns training curricula, and adds and deletes resources.
Prepare business requirements, system requirements, test plans, status reports, project plans, and issues documents.
Develop and implement technical solutions based on business owner requirements.
Create and manage business processes for externally hosted LMS including standard operating procedures and vendor SLA.