Learning Technology Specialist II

University of Central Florida•Austin, TX

1d•Onsite

About The Position

UCF’s Center for Distributed Learning (CDL) is seeking a Learning Technology Specialist II to provide advanced, Tier II support for instructional technologies that support teaching and learning across the university. This role focuses heavily on technical troubleshooting and customer‑focused support, with a strong emphasis on Canvas and enterprise learning tools. The successful candidate will work closely with faculty, staff, and students to resolve complex issues, support instructional workflows, and ensure a positive user experience, while also collaborating with internal teams and technology vendors in a fast‑paced, service‑oriented environment. They stay informed of system updates, test new features, and share relevant findings with the instructional technology team to improve institutional adoption and effectiveness. 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 and 2 years of relevant experience; or High School Diploma (or equivalent) and 6 years of relevant work experience in lieu of degree, or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).
All applicants must be authorized to work for any U.S. employer.
Visa sponsorship is not available for this position, and the university cannot accommodate H‑1B transfers or employment-based visa processing for individuals currently sponsored by another employer.

Nice To Haves

4+ years of experience providing technical support for hardware, software, or web-based applications, including support delivered via phone, email, and ticketing systems.
Experience providing advanced technical support for instructional technologies in an enterprise or higher‑education environment.
Experience supporting a large‑scale Learning Management System (LMS), preferably Canvas, including troubleshooting complex, escalated issues through resolution and documenting outcomes.
Experience using enterprise ticketing systems (e.g., ServiceNow or similar) to track, manage, and report support requests.
Experience testing new software features or system updates and documenting findings, risks, or recommendations for a technical or instructional technology team.
Familiarity with higher education technology environments, including accessibility standards, academic integrity technologies, or emerging tools.
Experience utilizing generative AI tools or AI agents to support or streamline technical support workflows, including the ability to review, refine, and validate AI‑generated content for accuracy and institutional tone.
Experience serving as a primary liaison or Point of Contact (POC) with third‑party technology vendors, including managing and escalating support tickets coordinating resolution. (e.g., Honorlock, Respondus, video platforms, assessment tools).
Strong 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 handling escalated or time‑sensitive issues.
Collaborative mindset with the ability to work effectively across teams, build relationships with vendors, and contribute to shared problem‑solving.

Responsibilities

Provide technical support for learning technologies, including the LMS and instructional tools: Address general user inquiries while handling complex, escalated issues requiring specialized troubleshooting.
Liaise with learning technology vendors: Serve as a representative in support-related matters, escalating tickets on behalf of faculty, staff, and students to ensure timely resolution.
Consult on learning technology tools: Advise users on best practices and effective use of various instructional technologies to enhance teaching and learning experiences.
Develop and maintain relationships with vendors: Actively communicate with vendors, collaborate on technical improvements, and serve as the point of contact (POC) for supported tools.
Conduct system testing and stay informed of technology updates: Evaluate new features, analyze impact on institutional workflows, and report findings to the instructional technology team.
Assist with documentation and training efforts: Contribute to the development of user guides, FAQs, and other support materials, while helping with training sessions to ensure seamless adoption of technologies.
Monitor and report technical support trends: Identify recurring issues, recommend solutions, and contribute to process improvements based on user feedback and technical support data.