Summary
As a crucial member of the Jaguar Office of Learning Technologies (JOLT), the Instructional Technology Specialist, under the guidance of the Director of eLearning, will be the first point of contact for students. The role's primary focus is to provide technical support to students, both in person and over the phone. Key responsibilities include assisting students with issues in the Learning Management System (LMS), accessing JCC accounts, and addressing other technology support needs. 

Essential Duties and Responsibilities include the following:

• Serve as the primary point of contact for students needing technical support, representing JOLT with professionalism and expertise.
• Provide daily technical support to students for LMS issues, school account access, and other technology-related problems.
• Assist students in person and via phone to resolve their technical issues promptly and effectively.
• Quickly research and troubleshoot technical problems to provide accurate support, even for issues not previously encountered.
• Assist in coordinating and conducting student workshops on various technology tools (i.e., Blackboard, computer fundamentals, Self-Service).
• Determine the need to create resources for student training and support in LMS usage and other related technologies.
• Collaborate with the campus community on instructional technology and administrative tasks.
• Maintain records of support provided through a help desk system.
• Create reports and documentation as needed.
• Manage a variety of diverse projects, attending to detail, accuracy, and deadlines.
• Provide excellent customer service to all faculty, staff, students, and external contacts.
• Track and analyze common student issues to identify areas for improvement and provide feedback to the Director of eLearning.
• Perform other duties as assigned to support the Learning Technologies team and student success. 

Supervisory Responsibilities                                                
This job has no supervisory responsibilities.

Reasoning Ability 

• Functional Reasoning: Requires the ability to apply principles of influence systems, such as motivation, incentive, teaching pedagogy, and leadership. Ability to exercise independent judgment to apply facts and principles for developing approaches and techniques to problem resolution.
• Situational Reasoning: Requires the ability to exercise the judgment, decisiveness and creativity required in situations involving the direction, control and planning of the programs. Develops and applies new and unique methods and thinking to executing plans and strategies.

 
Language Skills                                              

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.   
• Ability to write routine reports and correspondence.   
• Ability to speak effectively before groups of customers or employees of organization.

 
Mathematical Skills                                                   

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.   
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

 
Computer Skills:  A complete knowledge of media development tools and learning management systems, specifically Blackboard. Knowledge of Microsoft Products as used in overall management in an educational environment is required. Experience creating workshops using various authoring tools.  
                                     
Equipment, Machinery, Tools, and Materials Utilization Requires the ability to use, operate, and/or handle office equipment, such as a computer and printer, facsimile machine, copier, calculator and communications equipment. Requires prior knowledge of videoconferencing systems and classroom A/V systems.
 
 

Physical Demands:   The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this Job, the employee must be able to communicate effectively. The employee must be able to meet mobility requirements and be able to occasionally move materials of up to 10 pounds. Must be able to access print material and utilize the information effectively.
 
Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
The work environment is usually quiet.