Instructional Technology Specialist

Central Wyoming College•Riverton, WY

About The Position

The Instructional Technology Specialist delivers frontline technical support, administers departmental ticketing workflows, and performs technical maintenance for software tools, plugins, and third-party integrations across the digital learning environment. Reporting to the Instructional Design and LMS Specialist, the role supports operational continuity and system reliability through preliminary vendor technical vetting, user documentation, assessment data compilation, and resolution of Tier 1 and Tier 2 educational technology issues for faculty, staff, and students. The position administers the departmental ticketing system, supports educational technologies and LMS integrations, assists with digital accessibility and document remediation, and provides secondary LMS and course-evaluation-platform support. It also compiles operational and assessment data, develops user guides and tutorials, delivers technical orientations and workshops, and helps coordinate departmental training events. Work is performed within institutional policies, FERPA guidelines, digital privacy standards, and applicable legal requirements.

Requirements

Bachelor's degree in Computer Science, Education, or a related field from a regionally accredited institution recognized by the U.S. Department of Education.
Three to four years of directly related experience; community college experience is preferred.
Equivalent combinations of education and experience may be considered on a case-by-case basis.
Ability to organize, prioritize, and complete multiple projects and tasks under stressful conditions, tight timeframes, or heavy workloads while maintaining composure, flexibility, and customer-service focus.
Ability to work independently and as part of a team, including in the absence of supervision.
Ability to analyze situations, solve problems effectively, and follow oral and written instructions.
Ability to develop effective working relationships with supervisors, faculty, staff, students, and the public.
Ability to assess, organize, and address training needs, and explain complex technical procedures patiently and thoroughly.
Ability to adapt to changing technologies and learn new equipment and systems.
Ability to diagnose and resolve basic technical issues and troubleshoot hardware, software, and integrated educational technologies.
Ability to learn technical procedures from documentation, training, and customer support, and explain procedures and policies clearly.
Ability to research and solve technical problems using initiative and vendor technical support.
Ability to exercise good judgment, maintain confidentiality, and handle sensitive information, records, and reports in accordance with FERPA and college policies.
Experience collaborating with multiple stakeholders to solve complex problems effectively.
Ability to communicate with varied constituents and work effectively with people with a wide range of technical knowledge.
Ability to train staff and faculty in applicable software, educational technology, and Canvas features.
Ability to compile, organize, and analyze statistical data, maintain records, and prepare administrative or technical reports.
Strong verbal and written communication and customer-service skills.
Knowledge of digital accessibility standards such as WCAG 2.1 AA and ability to remediate documents, media, and learning materials for compliance.
Ability to evaluate third-party educational technologies, review HECVAT/VPAT documentation, and conduct preliminary technical vetting.
Knowledge of and ability to evaluate, integrate, and support emerging AI educational tools, with attention to ethical use, data privacy, and pedagogical alignment.
Knowledge of, or willingness to learn, and ability to comply with CWC Policies and Procedures.

Nice To Haves

Experience with learning management systems and online educational technologies.
Basic understanding of copyright and fair use as applied to teaching and learning in distance education.
Some knowledge of clerical procedures and practices.
Directly related experience in a community college setting.

Responsibilities

Administer departmental ticketing systems, including ticket intake, queue classification, and routing.
Monitor, log, classify, track, and resolve Tier 1 and Tier 2 support requests from faculty, students, and staff.
Diagnose and resolve user-end issues involving Canvas, browser compatibility, account access or authentication, and digital learning tools such as AI applications, Respondus, Turnitin, and Nearpod.
Track, analyze, and report service-level metrics, including ticket volume, response times, and resolution rates.
Collect and catalog HECVAT security documentation and VPAT accessibility documentation from vendors seeking educational technology intake review.
Conduct preliminary technical vetting, sandbox testing, and initial WCAG 2.1 AA accessibility checks for proposed LMS plugins and LTIs before Specialist review and approval.
Assist faculty with basic digital document remediation, closed-captioning workflows, and media accessibility cleanup.
Provide secondary or backup LMS administration, including routine plugin maintenance and system update testing and configuration under the LMS Specialist's direction.
Administer the institution's course evaluation platform, including LMS data synchronization, evaluation roster and schedule configuration, and troubleshooting technical access issues.
Maintain active third-party LTIs, verify their functionality following system updates, and escalate unresolved vendor technical errors.
Compile, organize, and format operational statistics and usage data for annual departmental reports, accreditation reviews, and grant compliance requirements.
Assist with administrative setup and data extraction in institutional assessment platforms such as Watermark CES/SL&L, and generate usage reports and outcome summaries.
Write, update, and maintain technical user guides, knowledge base articles, video tutorials, and self-service FAQs.
Conduct technical orientations and hands-on workshops covering Canvas, web conferencing tools, and supported educational software.
Help maintain departmental knowledge base portals and instructional technology resource pages.
Coordinate technical setup and logistical preparation, and provide live execution support for technology workshops and departmental training events.
Perform other duties as assigned by the Instructional Design and LMS Specialist.
Follow institutional policies, FERPA guidelines, digital privacy standards, and applicable legal requirements.