Learning Support & Development Specialist II
About The Position
Embry-Riddle Aeronautical University is seeking a Learning Support and Development Specialist II to join their team in Daytona Beach, Florida. This in-person role supports innovative teaching and learning technologies across the university, ensuring a seamless experience for students, faculty, and staff. This position is ideal for a technically skilled professional who thrives in a collaborative environment, enjoys problem-solving, and is passionate about enhancing the learning experience through technology. You will serve as a subject matter expert, contribute to process improvements, and play a key role in supporting and advancing academic technology systems.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field
- 1–3 years of experience in IT support, eLearning support, or related field
- Experience supporting Learning Management Systems (preferably Canvas)
- Strong technical troubleshooting skills across software, integrations, and hardware environments
- Experience with web conferencing tools (e.g., Zoom) and Microsoft 365 applications
- Ability to create and maintain technical documentation (HTML preferred)
- Experience with data reporting tools (e.g., Tableau) and process automation tools (e.g., Power Automate)
- Strong communication, customer service, and interpersonal skills
- Ability to work independently, manage multiple priorities, and collaborate effectively in a team environment
Nice To Haves
- Experience with CSS, APIs, or LTI integrations
- Background supporting academic technologies in higher education
- Project management experience or certification
Responsibilities
- Provide Tier 2 (and occasional Tier 3) technical support for learning management systems, academic software, and integrations
- Troubleshoot issues related to Canvas LMS, third-party tools (e.g., Pearson, McGraw Hill), Zoom, browsers, operating systems, and hardware
- Manage and resolve support tickets via phone, email, and web conferencing while ensuring excellent customer service
- Perform course quality assurance, configure integrations, and support term-start processes
- Develop and maintain reports and dashboards using Canvas Data and Tableau
- Create and manage automation workflows (e.g., Power Automate) to streamline course and system updates
- Maintain and update technical documentation, knowledge base articles, and web content (HTML/PHP)
- Serve as a subject matter expert for systems and processes; mentor and train junior staff and student assistants
- Participate in testing and implementation of new academic technologies and represent the team in cross-functional meetings
- Support system administration functions for platforms such as Canvas, Zoom, and project management tools
Benefits
- Comprehensive medical, dental, and vision coverage
- Wellness programs including 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 spouse and dependent children up to age 26
- Annual 6% gift of your base salary to your retirement plan
- 4% matching contribution to 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
Mid Level
Number of Employees
501-1,000 employees
