LMS Support Analyst (Full-Time, Temporary)

This position provides support to the Learning Management System (LMS) Administrators by troubleshooting and handling basic user and system issues.

Responsibilities and Duties (*Essential Functions)

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described.

• Triages, assesses, and provides solutions for LMS help desk tickets submitted by faculty and staff

• Provides guidance established by the LMS administrators to faculty and staff regarding LMS standards, technology use, and maintenance

• Provides support and problem determination for LMS related software applications and services used in College business processes and academic environments

• Develops, creates, and maintains technical documentation of LMS support functions

• Responds to emergency situations as needed, during and after normal business hours, to identify, assess and mitigate critical operational issues.

Assists LMS Administrators in the coordination of migration, upgrades and integration with 3rd party applications

Assists with documenting test cases and testing scenarios for all enhancements, customizations or upgrades, and provides testing/validation of these test scenarios in the LMS environments

Escalates complex LMS issues to the LMS Administrators for vendor support

Assists emergency situations affecting normal operations of the learning management systems

Knowledge, Skills, and Abilities

Possess strong communication and documentation skills

Demonstrated focus on customer service skills and ability to communicate clearly and effectively to a wide variety of audiences

Understanding of current LMS technologies needed by large educational institutions

Experience in the development of technical and user documentation

Ability to multi-task and set priorities within tight timelines and high client expectations

Ability to understand and clearly relate to other members of the college technical specifications and general components of an LMS

Strong analytical, project management, customer service, and team-oriented interpersonal skills

Ability to work independently

Critical thinking and problem determination skills

Knowledge of web-based learning management systems (e.g., Blackboard, Canvas, Moodle, etc.)

Minimum Requirements

Associate Degree

One year of work experience in a help desk environment or supporting a Learning Management System (LMS)

Preferences

Associate Degree in an IT related field

Experience providing technical support of LMS applications in a higher education environment

Experience with the most current version of Blackboard Learn

ITIL Foundation Certification

As an equal employment opportunity employer, Wake Tech values our workforce. Wake Tech is committed to reaching students in every part of Wake County and rallying around them to go as far as their dreams, talents and resilience will take them. As an institution of higher education, we are committed to valuing the unique experiences of the Wake Tech community. We strive to be self-reflective of the kind of student body we represent and the culture we are building, and we care deeply about supporting each employee’s professional growth.