eLearning Technical Support Specialist - Cuyahoga Community College in Cleveland Ohio

Unfortunately, this job is expired as of 7/1/2014.

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Cuyahoga Community College

Cleveland, Ohio

United States


Detailed Job Description

Campus or Location

Jerry Sue Thornton Center

Job Responsibilities

• Provides call-initiated problem solving for faculty and students for Blackboard and other online technologies
• Assists faculty and students with orientation to and navigation of the virtual learning environment
• Creates and develops asynchronous/synchronous learning support resources for faculty and students in a variety of delivery modes
• Facilitates online technology and distance learning process workshops for faculty, program managers, faculty coordinators, and deans
• Collaborates with faculty development and student services areas to provide training for faculty and students in the use of the College’s course management system, content management system, community system, and other e-learning technologies
• Develops metrics to track, collect, and interpret data related to faculty and student satisfaction – in alignment with student progress and completion
• Implements and evaluates the success of solutions, and eLi faculty and student support programs
• Works collaboratively with Instructional Designers to assess the needs of faculty in order to design, develop and implement the most pedagogical and technically appropriate solutions
• Performs other related duties as assigned

Required Qualifications

• Bachelor’s degree
• Minimum of one to three years of customer service/technical support related experience
• Minimum of two years of equivalent full-time experience working with students or faculty in a higher education environment or two years of experience working in a customer support environment
• Experience conducting technical demonstrations or workshops
• Minimum of one year of experience developing electronic instructional materials
• Experience working in a technology-enabled work environment
• Working knowledge of support systems, including, but not limited to: Blackboard, Angel, Ellucian, CISCO phone management system
• Experience working with Microsoft OS and Office Suite

• Strong technology acumen with working knowledge of the Internet
• Ability to prepare management reports and correspondence
• Ability to work in a fast paced environment, high call volume environment
• Familiarity with current trends in distance learning
• Understanding of instructional delivery strategies that technology offers to higher education, specifically through the use of media and the Internet
• Excellent verbal, written and interpersonal communication and organizational skills
• Excellent customer service skills and proven ability to develop and sustain productive customer relationships
• Ability to work well with students, faculty, department staff, and management
• Ability to problem solve effectively and think creatively and systematically
• Ability to perform multiple detailed tasks, manage priorities and work within tight deadlines
• Sensitivity to respond appropriately to the needs of a diverse environment

Preferred Qualifications

• Master’s degree in a related field
• One to three years of experience working with clients in designing and developing technical training materials

• Previous experience working with faculty in a higher education environment
• Experience with Blackboard, Adobe Connect or Breeze, and/or SCT Banner software
• Experience w/ Apple products (i.e. iPad, Mac, etc.)
• Experience w/ emerging technologies (i.e. blogs, wikis, social networking sites, etc.)

Work Schedule

Standard College hours of business 8:30AM – 5PM, Monday through Friday.

Target Hiring Rate/Salary

Special Note

Special Note

Posting Open Date 01/14/2014

Special Instructions to Applicants

During the application process, you may be required to attach a cover letter and/or resume. It is recommended that you have these documents ready to be attached electronically to the online application. This system accepts only MS Word or PDF attachments. Any employment with the College is contingent upon satisfactory completion of a background check and drug screen.

Affirmative Action Statement

Cuyahoga Community College is committed to attaining excellence through the recruitment and retention of a diverse workforce. Cuyahoga Community College is an equal employment/educational opportunity institution.

Keyword Phrases

  • eLearning & Innovation
  • eLearning Technical Support Specialist
  • Exemplary Learning and Teaching Community
  • Embrace Diversity
  • Promote Individual Development and Quality of Life
  • Distance Education Programs
  • Curriculum & Instructional Technology and Design
Employment Type:Administrative Staff
Degree Required: Bachelors
Experience: See Job Description
Level of Job: Analyst / Staff
Salary: See Job Description
Type of School:2 - Year Institution / Technical
Application Requirements: CV/Resume
Cover Letter