Instructional Support Technologist

The University of Southern Mississippi • Hattiesburg, MS

7d • Onsite

About The Position

The Instructional Support Technologist provides technical consultation, training, and operational support for the University’s learning management system (LMS) and approved instructional technologies. This position works closely with the Senior Online Coordinator and Instructional Designer to support faculty and students by troubleshooting technical issues, managing support requests through established intake and escalation processes, and developing user support resources such as job aids, FAQs, and training materials. The role also supports online assessment delivery by assisting with the facilitation of the University’s third-party virtual proctoring application and guiding users through technical readiness requirements and routine issue resolution, ensuring a seamless and effective instructional experience.

Requirements

• Bachelor’s degree from an accredited college or university in Management Information Systems or a related field.
• One (1) year of experience providing end-user technical support for web-based applications, such as learning management systems (LMS), help desk or ticketing systems, troubleshooting web-based platforms, and/or delivering end-user training.
• Knowledge of learning management systems (LMS) and web-based instructional technologies (Canvas preferred), including configuration and troubleshooting of communication and assessment workflows
• Knowledge of accessibility features and remediation practices (e.g., captions, alt text, document structure, formatting, and accessibility tools), with the ability to guide users to appropriate resources when needed
• Skill in providing customer support through ticketing systems, including documenting issues, tracking cases, and escalating appropriately
• Skill in troubleshooting across browsers, operating systems, and devices, identifying root causes, and communicating clear updates and solutions to non-technical users
• Skill in delivering technology training (e.g., workshops, orientations, 1:1 support) and preparing materials for both synchronous and asynchronous formats
• Skill in developing and maintaining user support resources such as job aids, FAQs, troubleshooting guides, and update documentation
• Ability to support online testing in the LMS and assist with virtual proctoring tools, including setup, readiness checks, troubleshooting, and vendor coordination
• Ability to manage multiple support requests, prioritize effectively, and meet service expectations during peak periods
• Ability to communicate effectively and build productive working relationships with faculty, students, vendors, and campus partners

Nice To Haves

• One (1) year of experience supporting an LMS (e.g., Canvas) in a higher education setting and associated third-party tools (e.g., virtual proctoring) in a support or administrative capacity.

Responsibilities

• Supports faculty in implementing learning activities and instructional workflows within the LMS by providing guidance on tool selection, configuration, troubleshooting, and recommendations for effective, platform-appropriate solutions, including the responsible use of emerging Artificial Intelligence (AI) capabilities where applicable.
• Supports the LMS team in developing and delivering faculty workshops, orientation sessions, and technology demonstrations; prepares materials for both synchronous and asynchronous delivery and contributes to effective learner support systems for faculty and students.
• Provides technical support for the LMS and related instructional technologies through established intake channels; documents troubleshooting steps and resolutions; escalates issues to vendors, campus IT, or senior team members as appropriate; and communicates status updates, timelines, and workarounds in alignment with service expectations.
• Provides accessibility-related technical support by assisting faculty and staff with implementing accessible features (e.g., captions, alternative text, document structure, color/contrast, and accessibility tools); identifies common barriers and recommends appropriate remediation options and campus resources.
• Develops and maintains user-facing documentation and internal knowledge-based resources, including step-by-step guides, job aids, FAQs, and release notes; ensures materials reflect current system functionality and institutional practices and uses support trends to inform updates and self-service resources.
• Supports online testing and exam delivery by assisting with LMS assessment setup and troubleshooting; facilitates use of the University’s virtual proctoring platform, including setup, configuration, issue resolution, vendor coordination, and guidance on technical requirements for students and faculty.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level