Instructional Support Specialist/Help Desk (IOTIS)
About The Position
Perform a variety of administrative and technical support functions that support web-based instruction projects such as creating, testing and troubleshooting online content, quizzes, learning management system (LMS) settings and reporting for Georgia Department of Human Services (DHS) workers and partners. Conduct semimonthly, multiday new worker orientation courses via Microsoft Teams for Georgia Division of Child Support Services (DCSS). Work with DCSS subject matter experts and identify target audience's training needs; create engaging e-learning course content including instructional graphics, exercises, and activities that enhance the learning process; create support material/media (audio, video, simulations, role plays, games, etc.); and maintain project documentation. Answer help desk questions by phone, LiveChat and email. Refer calls to other personnel. Assist in quality control for online training courses. Assist with data entry and reporting for any systems used by IOTIS. Perform other duties as assigned.
Requirements
- Bachelor's Degree in Instructional Technology, Communications, Business, or a related field.
- Ability to master Georgia DCSS training materials and effectively communicate same to DCSS online students.
- Strong computer/technical skills and proficiency in Microsoft Office.
- Customer service/communications experience, strong interpersonal skills, and a clear, friendly telephone voice.
- A quick learner, highly organized, and have a demonstrated ability to meet established deadlines.
Nice To Haves
- Expertise in the use of a learning management system with emphasis on reporting and analysis.
- Experience with either Totara or Moodle LMS.
- Georgia DCSS experience.
- Teacher or trainer experience.
- Knowledge of instructional design principles and proficiency with instructional design tools.
- Knowledge of accessibility guidelines for web-based learning.
Responsibilities
- Perform a variety of administrative and technical support functions that support web-based instruction projects such as creating, testing and troubleshooting online content, quizzes, learning management system (LMS) settings and reporting for Georgia Department of Human Services (DHS) workers and partners.
- Conduct semimonthly, multiday new worker orientation courses via Microsoft Teams for Georgia Division of Child Support Services (DCSS).
- Work with DCSS subject matter experts and identify target audience's training needs; create engaging e-learning course content including instructional graphics, exercises, and activities that enhance the learning process; create support material/media (audio, video, simulations, role plays, games, etc.); and maintain project documentation.
- Answer help desk questions by phone, LiveChat and email.
- Refer calls to other personnel.
- Assist in quality control for online training courses.
- Assist with data entry and reporting for any systems used by IOTIS.
- Perform other duties as assigned.
Benefits
- State of Georgia benefits package.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Educational Services
Number of Employees
1-10 employees
