Innovative Digital Learning Help Desk Analyst

East Texas A&M University•Commerce, TX

4d•Onsite

About The Position

The Innovative Digital Learning Help Desk Analyst at East Texas A&M University (ETAMU) is responsible for providing frontline technical support for faculty, staff, and students using the university’s learning management system and all associated learning technologies and platforms. This role ensures timely resolution of related issues, contributes to user training and documentation, and collaborates with the team to enhance the digital learning experience. As a proud member of the third-largest institution in The Texas A&M University System, ETAMU fosters a strong professional environment that supports career growth and academic excellence. ETAMU is a fast-growing public university with a strong reputation for academic excellence, research innovation, and student success. With over 140+ degree programs, a 20:1 student-to-faculty ratio, and nationally ranked online and graduate programs, ETAMU is committed to transforming lives through quality education. Our employees benefit from a collaborative community, cutting-edge research opportunities, and outstanding resources. This position is not eligible for remote work. Position is not eligible for visa sponsorship.

Requirements

Bachelor’s degree in Educational Technology or related field.
Two years of experience working with end-users to troubleshoot and resolve issues with the learning management systems (LMS) and classroom technology in higher education.
Familiar with accessibility standards and digital learning best practices.
Proficiency with Microsoft Office.
Excellent verbal communication and technical writing skills.
Strong analytical and problem-solving skills.
Ability to: Multi-task and work well as part of a team.
Work in a fast-paced environment while providing high-quality customer service.
Manage multiple priorities and meet deadlines.

Nice To Haves

Master’s degree.
Proficiency with D2L Brightspace learning management system and Adobe Creative Suite.
Demonstrated experience with a variety of learning technologies, including Panopto, Explorance, VoiceThread, Respondus, Turnitin, and Blackboard Ally.
Certifications: D2L Brightspace, Instructional Design, Accessibility, and Quality Matters.
Experience with HTML, HTML5, and CSS.

Responsibilities

Provides technical expertise and pedagogical guidance on the use and adoption of the learning management system (D2L Brightspace) and all associated learning technologies to faculty, staff, and students via phone, in-person, the ticketing system, email, or online, ensuring timely resolution of issues.
Serves as the first point of contact for LMS and associated technology support requests, providing troubleshooting for a wide range of technical issues including, but not limited to, access, content, assessments, and integrations.
Ensures instructional content meets accessibility compliance requirements and quality assurance standards.
Develops and delivers faculty development workshops on the effective use of the LMS and related tools in support of teaching and learning.
Monitors help desk ticketing system and assigns support tickets to appropriate team members.
Resolves Tier 1 and Tier 2 support tickets and elevates high priority issues to the appropriate support team to ensure customer satisfaction and time to resolution is within departmental service standards.
Documents the entire support interaction lifecycle in the ticketing system and maintains a knowledge base of common issues and solutions.
Creates and updates training materials and user guides for the academic community.
Stays current with LMS and learning technology updates, features, and best practices.
Performs other duties as assigned.