Specialist II, Learner Technology
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Job Description
Learner technology specialist supporting a Utah college’s online learning programs. Resolving learner platform issues, creating technology resources, and improving the digital learning experience.
Responsibilities:
- Serve as the first point of contact for learner technical issues involving Learner Experience Management platforms and apps
- Address and resolve Tier 1 and Tier 2 technical concerns
- Coach and train learners in technology and create asynchronous learner resources
- Respond to learner inquiries via phone, email, and Teams chat
- Provide in-depth troubleshooting and resolutions for complex issues beyond Tier 1
- Follow up on, resolve, or escalate learner technical issues
- Identify patterns in learner concerns and escalate insights to leadership or relevant teams
- Contribute to system-improvement decisions based on recurring issues
- Assist with concerns raised in learner satisfaction surveys
- Create and maintain technology resources in the Technology Center
- Collaborate with Learner Experience Management teams to support instructional programs, coaching opportunities, and learner academic success
- Maintain knowledge of College services and perform soft transfers to ensure learner needs are met
- Maintain proficiency in platforms, software, and apps used by Learner Experience Management
- Maintain data and complete assigned reporting
- Participate in functional, team, college, and organizational meetings
- Participate in implementing functional and technical projects
- Serve as a resource for special initiatives and ensure the learner perspective is considered in project planning and execution
Requirements:
- Bachelor’s Degree in Information Technology or equivalent degree, certificate or equivalent experience is required
- Competency in web-based communication, online databases and platforms, and Microsoft software systems and tools is required
- Prior experience with help-desk ticketing is strongly preferred
- Demonstrated experience creating asynchronous coaching materials is preferred
- Demonstrated experience or course work in web design is preferred
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