Educational Technology Specialist – Digital Learning Unit

Educational Technology Specialist/ Help Desk – Digital Learning Unit
Remote

Albizu University

Albizu University is seeking qualified applicants for the position of Educational Technology Specialist/ Help Desk in the Digital Learning Unit department. This role provides technical support and assistance with educational technologies to students and faculty. The position supports the use of online learning platforms (LMS), video conferencing tools, and remote assessment systems, while also assisting in instructional design and technology integration in teaching. Additionally, the specialist will ensure a smooth user experience by offering guidance and troubleshooting for systems such as D2L, Canvas, Blackboard, Honorlock, Respondus, Blackboard Collaborate, Microsoft Teams, and other key technological tools. The ideal candidate will have a strong blend of technical skills and customer service expertise to ensure users receive effective and professional support in resolving technical and pedagogical issues.

Responsibilities:

• Technical Support and User Assistance:
  • Provide first and second-level technical support to students, faculty, and staff using online learning tools, video conferencing, and remote assessment platforms.
  • Troubleshoot access, navigation, and functionality issues in Blackboard, Honorlock, Blackboard Collaborate, Microsoft Teams, and other technology platforms.
  • Assist users in configuring and using software and hardware for teaching and learning in digital environments.
  • Monitor, log, and follow up on support tickets through the incident management system, ensuring efficient resolution.
  • Create and update help documentation (guides, tutorials, FAQs) to enhance the user experience.
  • Train faculty and students on best practices for using educational technologies.
  • Guide faculty on course design and structure in Blackboard, ensuring effective use of tools such as discussion forums, exams, assignments, and multimedia content.
  • Support the implementation of online assessment strategies with tools like Honorlock or Respondus for proctored exams.
  • Assist in producing and editing educational content, including recording and broadcasting orientations.
  • Support interactive and collaborative tools such as Microsoft Teams, Blackboard Collaborate and Zoom for live sessions and student communication.
  • Guide students in accessing their courses on Blackboard and using online assessment tools and learning resources.
  • Provide support for the use of accessibility technologies and compliance with the Americans with Disabilities Act (ADA), ensuring that digital content is accessible to all users.
  • Assist students in using video conferencing tools and collaboration platforms.
• Technology Management and Special Projects:
  • Support technological innovation projects in education.
  • Assist in configuring, maintaining, and administering LMS platforms and tools for authentication, security, and exam monitoring.
  • Collaborate with the digital learning team to identify improvements in processes and user experience.
  • Stay up to date with the latest trends and developments in educational technology and online learning.

 Requirements:

• Associate or bachelor’s degree in information technology, Instructional Design, Online Education, Computer Science, or a related field.
• At least one (1) year of experience in technical support, educational technology, or instructional design.
• Bilingual (Spanish/English).
• Experience with LMS platforms (Blackboard, D2L, Canvas) and their configuration, assessment tools, content integration, and user assistance.
• Familiarity with proctoring and remote assessment systems such as Honorlock, Respondus, and LockDown Browser.
• Knowledge of video conferencing platforms like Blackboard Collaborate, Microsoft Teams, and Zoom.
• Proficiency in multimedia content design and editing tools such as Adobe Premiere, Photoshop, Captivate, Camtasia, Articulate Storyline, and Panopto.
• Ability to diagnose and resolve technical issues related to LMS platforms, video conferencing, multimedia content, and online collaboration tools.
• Experience in implementing digital accessibility principles and ADA compliance in educational environments.
• Proficiency in productivity tools such as Microsoft Office (Word, Excel, PowerPoint).
• Excellent customer service and communication skills (oral and written).
• Ability to work independently and collaboratively, managing multiple priorities efficiently.
• Strong problem-solving and critical-thinking skills.
• Organizational and time management skills to handle tasks with tight deadlines.
• Ability to quickly learn and adapt to new technologies.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Albizu University complies with Federal and State equal employment opportunity laws; qualified applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, marital status, veteran status, non-job-related disability, or any other protected group status.