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, and assessment, and assists with the management of instructional technology. These technologies include the learning management system, similarity and AI writing detection, online proctoring, digital accessibility, and media management. The ITS provides technical support and troubleshooting through multiple channels, develops and delivers training and resources, promotes Distance Education initiatives, monitors technology and vendor performance, and uses data and user feedback to support informed decisions and continuous improvement. The position also assists with supervising and training student technicians at the Distance Education support desk and performs other duties as assigned.

Requirements

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 (LMS).
Technical troubleshooting skills, including familiarity with Windows and Mac OS, web browsers, mobile devices, webcams, and microphones.
Customer-centric mindset focused on excellent service and support.
Strong communication and interpersonal skills to work effectively with people from diverse backgrounds and technical skill levels.
Ability to manage and accomplish tasks in a team-oriented environment toward collective goals.
Problem-solving and decision-making skills, including the ability to implement effective and timely solutions.
Ability to recognize challenges and opportunities and take initiative to address them.
Ability to manage multiple tasks simultaneously 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.
Provide excellent customer service, build positive relationships, and communicate effectively 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 to promote 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-tool usage, contract monitoring, tool audits, and user feedback to inform decisions.
Identify and lead opportunities for 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 supervising and training Distance Education support desk student technicians.
Perform other duties as assigned.