Job Summary:

This role is responsible for providing Level 2 technical support to all faculty, staff, and students for the college’s learning management system. This position is also responsible for assisting with the testing of all LMS service pack upgrades, patch fixes, and other enhancements, and assisting with testing and providing limited support for a variety of building block tools and other system integrations.

Primary Duties and Responsibilities:

Essential Performance Requirements*
⦁ Provides Level 2 LMS technical support to all faculty, staff, and students via phone, support ticket, and in-person meeting
⦁ Performs basic level system testing related to LMS issues, service pack upgrades, and patch set releases
⦁ Creates and edits LMS tip sheep material
⦁ Creates and organizes requested sandbox course shells
⦁ Works with academic and student affairs administrators, faculty, instructional designers, and IT teams to address instructional technology matters

Service Excellence
⦁ Attends the workplace regularly, reports to work punctually, and follows a work schedule to keep up with the demands of the worksite
⦁ Completes all required training and professional development sessions sponsored through Tarrant County College (TCC)
⦁ Supports the mission, values, goals, and principles of the College

Supervision
Works under the general supervision of the department leadership

*Performs Other Related Tasks as Required

The duties listed are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Required Minimum Qualifications:

Associate’s degree and three (3) year’s working experience related to the Essential Performance Requirements, or any equivalent combination of education and work-related experience

Preferred Qualifications:

At least one (1) year’s working experience in coordinating with ERP and LTI vendors to identify and resolve access and enrollment verification issues

Knowledge, Skills and Abilities:

⦁ Knowledge of policy-compliant integration of third-party instructional tools within the Learning Management System (LMS)
⦁ Skilled in excellent customer service and interpersonal relationships
⦁ Skilled in oral, electronic, and written communications
⦁ Skilled using computerized applications and enterprise systems, including word processing, spreadsheet, and presentation software
⦁ Ability to work effectively in a collaborative environment
⦁ Ability to think critically to effectively solve and communicate problems in a fast-paced environment where the demands for work are varied, and unpredictable in scope and volume

Physical Demands and Work Environment:

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. While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee is occasionally required to stand, walk, and climb or balance. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee occasionally works near moving mechanical parts and is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually quiet.

Accommodation/EEO Statement:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.