Instructional Support Technologist (100% remote) at American Career College in Irvine, California

Job Description:

Summary:

The Instructional Support Technologist is a hands-on, team oriented, and customer facing support expert with a passion for education technology and assisting students, faculty, and staff. The Instructional Support Technologist is responsible for supporting students and faculty with their educational journey in the various learning modalities offered at West Coast University and American Career College, including face-to-face, blended, and online.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Works closely with Instructional Support Manager and senior Support Team staff to support online support ticket services and training avenues for academic stakeholders to ensure the entire online education experience is user-friendly, effective, and seamless.


• Works directly with students and faculty to troubleshoot and resolve issues with Canvas, system passwords, publisher partner systems, video creation and hosting software, and the various university-approved educational technology solutions.


• Provides level 2 support for assigned student and faculty issues escalated by the Canvas 24/7 helpdesk and WCU/ACC Freshdesk Helpdesk while assisting to monitor and identify gaps in the internal and external knowledge bases, level 1 advisor processes, and escalation procedures to ensure customer satisfaction and time to resolution are within the agreed upon SLAs.


• Works on assigned tasks in the internal helpdesk systems with the Instructional Support team to provide technological assistance to students, faculty, and staff according to department service level agreements. These services include, but are not limited to, enterprise-level ticketing systems, shared support telephone line and email inbox, as well as a department processes and procedure databases.


• Works with the Instructional Support team to build and update the internal process and information database to ensure all support processes are documented and easily accessible to team members.


• As requested, works with Subject Matter Experts, Instructional Designers, Multimedia Developers, and external vendors to implement university curriculum and technology change requests and course and program revisions.


• As requested, works with academic learning communities and Support Team members prior to course implementation and term starts to ensure all course components are working and aligned to WCU standards. 


• Travels to the various campuses to coordinate and conduct online, virtual, and/or face-to-face training for new and existing ground and online faculty and students to introduce best practices and technical implementation in the development of online instructional materials and online instructional methods.

EDUCATION:

• Associates degree or equivalent work experience required. 


• Bachelors degree in a technology or education related field preferred

KNOWLEDGE/EXPERIENCE:

• Requires developed skills through application of standards and processes within a narrow scope of work. Typically requires 3-5 years of experience and additional vocational or technical education.


• 1+ years full time work experience in higher education, with experience supporting faculty in online, hybrid, web-enabled courses utilizing instructional technology.


• Proven ability to learn and adapt quickly to new technology and industry standards.


• Can implement new processes, procedures, and standards in an environment of continuous improvement.


• Demonstrated high attention to detail.


• Demonstrated ability to effectively communicate to a variety of audiences in both verbal and written form


• Experience with web conferencing tools in a multi-campus/office, virtual setting preferred


• Experience with professional training facilitation or higher education online, face-to-face, and hybrid environment teaching experience a plus


• Knowledge of advanced Canvas system administration and student information system integration a plus.


• Experience in the fields of allied health, nursing, or science is a plus

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