Course Support Assistant

Michigan Virtual•Lansing, MI

2d•$19 - $22•Hybrid

About The Position

The Course Support Assistant maintains and supports courses offered through Michigan Virtual’s Student and Professional Learning Portals. The role monitors and resolves technical issues related to course content and assessments through internal ticketing systems, supports online learning tools and resources, prepares digital tools for each academic term, and manages user access. The assistant communicates with internal and external stakeholders about course maintenance and updates, works with the Curriculum Team on cyclical course improvement projects, executes updates, conducts course audits and testing, and reviews newly adopted vendor courses to prepare them for launch. The position also supports quality assurance and accessibility, including checking course media for captions and descriptive transcripts and ensuring file attachments meet accessibility standards. It includes maintaining documentation and using AI tools appropriately to improve workflows and support course enhancements, with attention to accuracy, ethics, and data privacy. This is a hybrid role combining work at the Lansing, Michigan office and remotely. The position works a standard 40-hour week and primarily involves computer-based work, virtual and in-person meetings, and communication with colleagues and external parties.

Requirements

Associate’s degree or equivalent experience in information technology or customer service.
1–2 years of demonstrated experience managing or maintaining digital content or systems and/or providing customer support.
High competence using technology and online resources.
Ability to identify and troubleshoot web-based application issues.
Strong customer service skills.
Ability to quickly learn and support others in using course management systems.
Working knowledge of AI tools and applications relevant to the role, including appropriate use to support productivity, create value, strengthen human connections, and improve work processes.
Ability to communicate and collaborate with diverse constituencies with varying levels of technical knowledge.
Ability to assess and evaluate the user experience for online courses and content.
Strong attention to detail and ability to maintain focus and accuracy during sustained tasks.
Ability to communicate effectively across cultural boundaries and work harmoniously with diverse stakeholders, students, teachers, and staff.
Ability to maintain confidentiality and security of sensitive user data in compliance with legal and organizational privacy requirements.
Commitment to contributing to a safe work environment.
Ability to work a standard 40-hour week remotely or in the Michigan Virtual office in Lansing, Michigan.

Nice To Haves

Bachelor’s degree in Information Technology or Educational Technology, or an equivalent combination of education and experience.
2–3 years of demonstrated experience managing courses or content in a learning management system, such as Brightspace.
2–3 years of demonstrated experience working with teachers, instructional staff, or students to troubleshoot technical issues with online courses or digital content.
Experience designing or developing course content.
Familiarity with learning management systems such as Brightspace and learning or content development tools such as CourseArc and HTML5.
Familiarity with learning technology standards such as Learning Tools Interoperability (LTI).
Knowledge of WCAG 2.1 or 2.2 accessibility guidelines and ability to evaluate whether products or content conform at the AA level.

Responsibilities

Monitor, respond to, and resolve course technology, content, or assessment issues involving LMS tools, web resources, content deployment, system settings, or design requirements.
Manage communications with internal and external stakeholders about course issues and updates.
Maintain and update access to course content resources and tools integrated with Michigan Virtual’s LMS or CMS, such as CourseArc and H5P.
Verify that video and audio content includes closed captions and descriptive transcripts and that file attachments meet accessibility standards.
Maintain documentation for course maintenance tasks.
Perform quality assurance testing on new or revised courses.
Perform quality assurance testing on Michigan Virtual learning management systems and integrated learning tools.
Use AI tools where appropriate to improve efficiency and creativity while applying professional judgment regarding accuracy, ethics, and data privacy.
Support AI-enhanced course improvements, including expanding quiz item pools and assisting with the development of AI-generated video, audio, and interactive media content.