Learning Support & Development Specialist I
About The Position
The Learning Support & Development Specialist I role offers the opportunity to provide specialized technical support for the university’s teaching and learning technologies within the Worldwide Campus environment. The position plays a key role in ensuring seamless access to academic systems by supporting students, faculty, and staff through multiple service channels, including phone, email, web conferencing, and a centralized ticketing system. In this role, you will collaborate with a diverse group of stakeholders—including instructional designers, instructional technologists, IT support teams, the Rothwell Center for Teaching and Learning Excellence, Scheduling, and external vendors—to identify, troubleshoot, and resolve issues related to the Learning Management System (LMS), third-party integrations, and other academic technologies that support online course delivery.
Requirements
- Associate’s degree or completion of a minimum 18-month post-secondary program
- Area of concentration: Computer Science, Information Technology, or a closely related field
- Strong interpersonal and customer service skills, with the ability to communicate effectively in person, via email, phone, and web conferencing
- Ability to work collaboratively in a team-oriented environment
- Strong attention to detail with a focus on quality assurance and accuracy
- Ability to work independently, use available resources, and apply sound problem-solving skills
- Advanced technical aptitude with web conferencing tools and a solid understanding of computer hardware, operating systems, and browser-to-application functionality
- Proficiency with Microsoft Office 365, including Teams and SharePoint
- Ability to quickly learn new technologies, adapt to changing environments, and maintain pace with evolving systems and tools
Nice To Haves
- At least one year of experience in eLearning support or IT support
- Experience supporting Learning Management Systems (LMS), particularly Canvas
- Experience with third-party academic integrations (e.g., Pearson, McGraw Hill, or similar platforms)
- Basic to intermediate knowledge of HTML and CSS
- Experience with Robot Process Automation (RPA) tools
- Working knowledge of Zoom or similar web conferencing platforms
- Strong technical troubleshooting experience in academic or enterprise learning environments
Responsibilities
- Provide Tier 2 application support and troubleshooting for LMS platforms, third-party textbook integrations, web conferencing tools, and academic software systems
- Assist users with technical issues involving browsers, operating systems, and hardware
- Support term start processes, including course quality assurance, template validation, and course publishing
- Configure and troubleshoot third-party integrations and academic technology tools
- Maintain tracking systems for course updates, instructor changes, and term start workflows
- Process and analyze reports using Canvas Data (Tableau) to identify issues in course templates and structures
- Utilize automation tools (e.g., Power Automate, Canvas API, RPA workflows) to process updates and changes at scale
- Develop and maintain HTML/ documentation and knowledgebase articles
- Test and evaluate new and emerging educational technologies
- Support continuous improvement by identifying system issues and recommending solutions
- Perform other duties and projects as assigned by the Director of Learning Support and Development
Benefits
- Comprehensive medical, dental, and vision coverage
- Wellness programs that include preventive care and fitness memberships
- Flexible spending and health savings accounts
- 100% tuition coverage for yourself for one undergraduate and one graduate degree
- Discounted tuition rates for your spouse and dependent children up to age 26
- ERAU contributes an annual 6% gift of your base salary to your retirement plan
- ERAU offers a 4% matching contribution to your retirement plan, with no vesting period
- 18 days of personal leave in your first year
- 9+ paid holidays, including the day after Thanksgiving and the week between Christmas Eve and New Year’s Day
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
