Learning Technology Specialist I

University of Central Florida • Austin, TX

3d • Onsite

About The Position

Center for Distributed Learning: The Center for Distributed Learning (CDL) serves as the central agent for online learning at UCF, providing leadership in distance learning policies, strategies, and practices. CDL supports and expands student access to education through the advanced application of instructional technology, data analysis, policy, and strategic planning for distributed learning programs and courses. We collaborate with internal and external partners to investigate, design, deliver, assess, and support online learning through faculty development, course production, and research, which are all aligned with institutional goals. The Opportunity: UCF's Center for Distributed Learning (CDL) invites applications for two Learning Technology Specialist I positions. The Learning Technology Specialist I provides front-line support for the institution’s learning technologies by assisting faculty, staff, and students with general technical issues related to the Learning Management System (LMS) and associated instructional tools. This role serves as a primary point of contact for incoming support requests, including phone, email, and ticket-based inquiries, ensuring timely and effective resolution of user issues. These positions work 40 hours per week and are designed to support the Center for Distributed Learning's extended support hours. UCF is seeking to fill two Learning Technology Specialist I positions. Candidates for this job posting will be considered for both roles. This is an Auxiliary (AUX) funded position. Employment is subject to availability of funding and may cease at the time funding for this employment is depleted.

Requirements

• Bachelor’s degree; or High School Diploma (or equivalent) and 4 years of relevant work experience in lieu of degree; or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).

Nice To Haves

• Experience providing technical support or customer service in a high-volume environment, including support delivered via phone, email, chat, or ticketing systems.
• Experience assisting users with varying levels of technical knowledge and providing clear, professional support to resolve questions or technical issues.
• Experience troubleshooting hardware, software, web-based applications, Learning Management Systems (LMS), or other technology platforms.
• Experience using a ticketing system to track, manage, document, and resolve support requests.
• Experience utilizing generative AI tools or AI-assisted technologies to support customer service, technical support workflows, documentation creation, or productivity.
• Experience creating, updating, or maintaining support documentation, knowledge base articles, user guides, FAQs, or other instructional resources.
• Experience supporting technology-related training, workshops, webinars, orientations, or one-on-one user assistance.
• Familiarity with Learning Management Systems (LMS), instructional technologies, educational software, or higher education technology environments.
• Excellent communication and customer service skills, with the ability to clearly explain technical concepts to non-technical users.
• Customer-focused and empathetic approach to support, including professionalism when assisting users with varying levels of technical proficiency.
• Positive attitude, adaptability, and willingness to learn new technologies in a fast-paced support environment.
• Strong organizational skills and attention to detail when managing multiple requests, documenting work, and following processes.

Responsibilities

• Provide exceptional customer service and real-time user support through phone, chat, virtual sessions, screen sharing, and guided walkthroughs.
• Troubleshoot technical issues, resolve standard support requests, and escalate complex or high-impact concerns as appropriate.
• Maintain accurate support records by documenting troubleshooting steps, resolutions, and relevant case details within the ticketing system.
• Provide technical support for the Learning Management System (LMS) and instructional tools by addressing user inquiries and ensuring reliable operation of supported technologies.
• Conduct system testing, evaluate updates, and assist in identifying and resolving functionality issues affecting learning technologies.
• Create and maintain user guides, FAQs, knowledge base articles, and other support documentation.
• Assist in planning and delivering training sessions, workshops, webinars, and one-on-one support for faculty, staff, and students.
• Collaborate with colleagues to share best practices, implement new technologies, and enhance the user experience.
• Monitor user feedback and support trends to identify opportunities for process improvements and technology enhancements.
• Stay informed of emerging instructional technology trends and contribute to discussions regarding new tools, features, and support strategies.
• Perform other duties as assigned.

Benefits

• Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program
• Paid time off, including annual and sick time off and paid holidays
• Retirement savings options
• Employee discounts, including tickets to many Orlando attractions
• Education assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level