Senior eLearning Support Specialist

University of Florida•Gainesville, FL

3d•Onsite

About The Position

UF Information Technology (UFIT) is seeking a professional-level Senior eLearning Support Specialist to join the eLearning Support team within Academic Technology. This unit provides assistance to faculty, staff, and students with e-Learning tools such as Canvas, VoiceThread, and Qualtrics via phone and ticket systems. The Senior eLearning Support Specialist will support, grow, and mature the eLearning environment by promoting existing tools, resolving issues, evaluating new solutions, and enhancing internal operations through communication, documentation, and education. This role involves troubleshooting, escalating technical and customer issues, testing and evaluating new tools, creating documentation, training users, and collaborating with other support units.

Requirements

Associate's degree and four years of appropriate experience; or a high school diploma or equivalent and 6 years of relevant experience
Appropriate college coursework or vocational/technical training may substitute at an equivalent rate of required experience
Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience, but does not negate the minimum degree requirement(s)

Nice To Haves

Experience in higher education
Experience administering, building courses in, and/or providing user support for course management systems (especially Canvas)
Experience providing technical user support in a higher education setting, including in-depth diagnostics, troubleshooting, and problem-solving
Experience with varying learning technologies
Demonstrated interest in continued personal development in educational technology

Responsibilities

Troubleshoot, analyze, and recommend appropriate solutions on client issues with e-Learning tools
Serve other support staff as a point of escalation for technical and customer issues
Test, evaluate, and assist with the rollout of new centrally supported tools
Create and maintain internal and user-facing documentation, including manuals, tutorials, and just-in-time training resources
Train faculty, staff, and students on effective use of the learning management system
Support faculty needs by seamlessly interacting with other support units such as Instructional Design, Video Production, and Learning Analytics