Job Description

The eLearning Support Specialist is a part-time position located on either the OCH Campus in Monroe, NC or the LLP Campus in Polkton, NC. Under the direction of the Director of eLearning, and in collaboration with the Associate Vice President of Information Technology Services and Chief Information Officer, the eLearning Support Specialist works cooperatively with other members of eLearning, the campus community, and Information Technology Services (ITS) to ensure the highest quality of service and quick resolution of critical classroom support issues. This position provides front line support to students in the use of technologies in the physical and the virtual classroom. The eLearning Support Specialist resolves basic technical problems, escalates unresolved queries, and follows up with customers via phone, videoconference, email, ticketing system, and in-person to ensure high functionality of learning technologies in support of the student’s academic success. 

Job Duties

·         Provide on and off-campus user support via phone, videoconference, and email.

·         Assist students as needed with logging into campus technologies to include the Learning Management System, college email, and any other technologies.

·         Provide assistance with classroom computers, smart boards, podiums, and other resources.

·         Follow-up and update users to ensure their technical issues are resolved (Helpdesk tickets).

·         Record events, problems, and their resolution in logs (Knowledgebase).

·         Determine the best solution based on the issue and details provided by users.

·         Direct unresolved issues to the next level of support personnel.

·         Pass on any feedback or suggestions by users to the appropriate internal team.

·         Develop support and training tools that increase system usability.

·         Develop both technical and end-user documentation.

·         Other duties as assigned.