Job TitleInstructional Technologies Support SpecialistDepartmentTechnology Infrastructure (Information Technology)

FLSA: Non-Exempt

Direct Reports: None

Minimum Qualifications:  Associates degree in information technology, computer science or related field, or work experience demonstrating equivalent skills
• Demonstrated ability to troubleshoot technical problems with computer and web-based tools, to determine solutions, and to communicate effectively with users

Work Experience:  Minimum three years providing technical support and/or system administration, preferably for a learning management system (such as Sakai, Moodle, Blackboard, Canvas)
• Experience teaching or training others, preferably on technology-related topics

Preferred Qualifications: 

Knowledge, Skills and Abilities:

• Excellent customer service skills and sensitivity to the needs and expectations of students, faculty, and staff
• Ability to research, test, troubleshoot, and document technical problems, particularly in a web environment, and develop solutions or effective workarounds
• Ability to train and support faculty with various levels of computer skills
• Ability to develop and deliver effective training in both face-to-face and online formats
• Ability to communicate effectively orally and in writing and to communicate complex processes clearly
• Ability to work both independently and as part of a team
• Attention to detail and ability to follow directions verbally and in writing
• Ability to manage sensitive and confidential information responsibly
• Knowledge and understanding of the mission of Durham Technical Community College

Essential Functions:

The Instructional Technologies Support Specialist functions as a member of the Instructional Technologies team to support online and technology-enhanced instruction.

Job Duties:

• Provide technical support for instructors and students using the College’s learning management system (Sakai) and related tools.
• Troubleshoot issues, conducting testing and research as needed, develop solutions or workarounds, and document results.
• Communicate effectively with third-party vendors and service providers to resolve issues and support online instruction.
• Provide assistance and practical advice to help instructors use Sakai and related tools effectively to achieve educational goals.
• Assist/participate in developing and delivering training for faculty. Create and maintain related support documentation in a variety of formats (for example, wiki pages, PDF documents, screencasts, etc.)
• Perform administrative and technical tasks to train/support users and to maintain systems and records. These tasks include but are not limited to creating course sites, managing user access, processing online training registrations and completions, and various system maintenance tasks.
• Upon request, research new products to meet specific needs and/or assist with implementation.
• Other duties as assigned by the supervisor, department head, division head, or president.

Physical Demands:

The physical demands described as follows are representative of those that must be met by an employee in performing the essential functions of this job:
• Ability to sit and/or stand for long periods of time,
• Sufficient visual acuity and manual dexterity to use a computer for long periods of time,
• Ability to communicate and exchange ideas through oral communication,
• Ability to travel between buildings on campus and to other campuses.

Required Working HoursMinimum of a 40-hour work week established on a schedule to allow the employee to adequately fulfill the assigned duties and responsibilities. Hours on evenings and/or weekends may be necessary on occasion. Summer schedules may vary.