Course Support Assistant

Michigan Virtual•Lansing, MI

1d•Hybrid

About The Position

The Course Support Assistant maintains 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, and supports online learning tools and resources used across the course catalog. This includes setting up digital learning tools each academic term, managing user access, and communicating with internal and external customers about course maintenance and updates. Working with the Curriculum Team, the assistant contributes to cyclical course-improvement projects by making updates, conducting course audits and quality assurance testing, and reviewing and setting up newly adopted vendor courses for launch. The role also supports accessible course materials, maintains documentation, and may use AI tools to improve workflows and assist with course content development. This is a hybrid position combining work at the Lansing, Michigan office with remote work. The role requires the ability to work a standard 40-hour week. Michigan Virtual is a Lansing-based nonprofit focused on education, research, innovation, policy, and digital learning. The organization describes its workplace as collaborative and people-first, with an emphasis on inclusion, professional growth, and continuous learning.

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 issues with web-based applications.
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 work.
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 accordance 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 2.1/2.2 accessibility guidelines and ability to evaluate whether products or content conform at the AA level.

Responsibilities

Monitor, respond to, and resolve course technology, content, and 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, including tools such as CourseArc and H5P.
Check that video and audio content includes closed captioning 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 support daily workflows, applying professional judgment to ensure accuracy, ethics, and data privacy.
Support AI-enhanced course improvements, including expanding quiz item pools and assisting with AI-generated video, audio, and interactive media content.
Work with the Curriculum Team on course improvement projects, audits, updates, and preparation of newly adopted vendor courses for launch.