Specialist, Instructional Technology

Austin Peay State University•Clarksville, TN

About The Position

The Instructional Technology Specialist (ITS) reports to the Director, Instructional Technology for Distance Education and provides direct support to faculty, staff, and students using Distance Education-managed technologies for teaching and learning. The role supports initiatives in user support, resource and training development, marketing and communication, assessment, and instructional technology management. Technologies include the learning management system, similarity and AI writing detection, online proctoring, digital accessibility, and media management.

Requirements

A bachelor's degree conferred by the hire date.
Experience in software support, technology training, customer service support, or a relevant field.
Knowledge of instructional technologies and learning management systems.
Technical troubleshooting skills, including familiarity with Windows and Mac OS, web browsers, mobile devices, webcams, and microphones.
Customer-centric approach focused on excellent service and support.
Strong communication and interpersonal skills for interacting with people from diverse backgrounds and with varying technical skill levels.
Ability to manage and complete tasks in a team-oriented environment.
Problem-solving and decision-making skills, including the ability to implement timely and effective solutions.
Ability to recognize challenges and opportunities and take initiative.
Ability to manage multiple tasks while meeting deadlines.
Ability to maintain confidentiality of records and information.
Ability to occasionally work a flexible schedule and varied hours.

Responsibilities

Provide direct support and troubleshooting to instructional technology users by phone, ticket, email, and in person.
Maintain accurate records of requests, incidents, and resolutions in a ticketing system.
Deliver customer service, build positive relationships, and communicate with vendors, faculty, staff, and students with varying technical skills.
Design and present instructional technology training.
Create and maintain standard operating procedures, resources, media, web pages, and other materials.
Develop marketing materials and communications promoting Distance Education initiatives, including sharing information through social media, newsletters, announcements, website updates, and other channels.
Track and resolve vendor and instructional technology performance issues to support contract monitoring.
Collect and analyze data from reporting, technology usage, contract monitoring, tool audits, user feedback, and other sources to inform decisions.
Identify and lead continuous improvement, collaboration, and proactive initiatives related to Distance Education instructional technology.
Stay current with emerging Distance Education technologies and trends to inform decisions and support innovative teaching and learning practices.
Assist with supervision and training of Distance Education support desk student technicians.
Perform other duties as assigned.