Learning Support & Development Specialist I

Embry-Riddle Aeronautical University • Daytona Beach, FL

4d

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 degree or completion of a post-secondary program of at least 18 months beyond high school, with a concentration in Computer Science, Information Technology, or a related field.
• Experience providing technical, eLearning, academic technology, or IT support in a customer-facing environment.
• Strong interpersonal, communication, and customer service skills, with the ability to provide support in person, via web conference, phone, and email.
• Ability to work effectively as part of a team while also working independently to resolve issues using available resources.
• Strong attention to detail and commitment to quality control.
• Technical aptitude with web conferencing platforms, learning management systems, cloud-based collaboration tools, computer hardware, operating systems, and major web browsers.
• Ability to diagnose and troubleshoot how technology systems interact with web applications.
• Demonstrated proficiency with Microsoft Office 365, Microsoft Teams, and SharePoint.
• Ability to learn quickly, adapt to change, and keep pace with evolving technology.

Nice To Haves

• At least one year of experience providing eLearning or IT support.
• Experience with learning management systems and third-party integrations, such as Pearson and McGraw Hill.
• Experience with Canvas Learning Management System.
• Experience with HTML, CSS, and JavaScript.
• Basic understanding of HTML and Learning Tools Interoperability (LTI).
• Working knowledge of Zoom.
• Experience with robotic process automation, workflow automation, scripting, or APIs to improve repeatable processes while maintaining data quality through testing, documentation, and error handling.
• Experience using databases or reporting platforms to verify data, generate accurate reports, identify patterns, and communicate findings.
• Experience supporting academic technologies in higher education, including online or hybrid learning environments.
• Experience collaborating with faculty, students, instructional design, academic support, information technology, and external vendors.

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

• Up to 18 days of paid leave in your first year, including 3 days granted upon hire and 15 days accrued throughout the year.
• 9+ paid holidays, including the day after Thanksgiving and the week between Christmas Eve and New Year's Day.
• 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 6% of your base salary to your retirement plan.
• ERAU offers a 4% matching contribution to your retirement plan with no vesting period.
• 15 days of personal leave for non-exempt employees or 18 days for exempt full-time employees in your first year.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree