IT Support Specialist - Helpdesk/LMS

Missouri Southern State University•Joplin, MO

12d

About The Position

The IT Support Specialist – Helpdesk/LMS performs advanced troubleshooting for learning management system (LMS) applications, campus computers, and peripherals, primarily through telephone and email. The position installs and modifies software on campus computer systems, provides technical assistance and training to users, and supports LMS functionality, including authentication. The specialist troubleshoots LMS applications, conducts root-cause analysis, resolves problems, and coordinates with Blackboard Inc. Tech Support and other vendors as needed. The role also supports service-request tracking, account management, entry-level network and systems-administration tasks, and communication of service status and outcomes. The employee maintains an accurate workflow and an orderly work area, helps coworkers with tasks and areas of expertise, and performs other related duties as required.

Requirements

Two or more years of related experience and/or training, or an equivalent combination of education and experience.
Ability to write reports, business correspondence, and procedure manuals.
Ability to present information effectively and respond to questions from faculty, staff, students, and members of the public.
Ability to work with mathematical concepts, including probability and statistical inference, and apply fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to convey instructions and guide others through processes.
Ability to interpret a wide range of technical instructions in mathematical or diagram form and work with abstract and concrete variables.
Effective oral communication, in person and by telephone, and written communication skills.
Ability to multitask while maintaining attention to detail and timely work production.
Ability to work positively as part of a team with students, faculty, staff, administrators, vendors, and the public.
Ability to use small office equipment, including copy machines or multi-line telephone systems.
Ability to use computers for data entry and word processing and/or accounting purposes.
Ability to use or repair small/light equipment, such as power tools.
Ability to repair or install computer hardware or network systems.
Ability to repair or install complex software or management information systems.
Ability to meet the physical demands of the role, including frequently lifting and/or moving up to 30 pounds; reasonable accommodations may be available.
Required vision abilities include close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.

Responsibilities

Create work orders to track service requests.
Install and modify software applications on campus computer systems.
Provide technical assistance to users and first-responder triage for systems and outages.
Respond to client inquiries about system operation; diagnose and correct software and user problems.
Recommend and/or perform minor or major remedial actions to correct problems.
Provide confidential information only to verified customers and protect that information.
Assist with account management and entry-level network and systems-administration tasks, including network account maintenance.
Provide updates, status, and completion information to higher-level technical support, the manager and/or CIO, and users through voicemail, email, or in-person communication.
Provide training and assistance to coworkers and make recommendations concerning tasks and areas of expertise.
Maintain an orderly work area and remain readily accessible to others in the department.
Maintain accurate workflows for services provided and requested.
Provide callers with accurate information and direct calls to the proper destination.
Assist with end-user LMS functionality and support requests, including authentication.
Research and resolve LMS functionality issues, including enhancement requests, with Blackboard Inc. Tech Support.
Troubleshoot LMS applications, perform root-cause analysis, and resolve problems.
Liaise between vendors and end users as needed.
Perform other related duties as required.