Location: Albany, NY Category: Administrative & Staff Posted On: Fri Nov 11 2022 Job Description:

The Instructional Support Specialist works as part of the Online Learning Services team and provides end-users of online instructional technologies with excellent customer service, direct issue resolution, and technical training. With careful attention to detail and accuracy, the Specialist coordinates and deploys routine technical processes and workflows using established policies and systems (e.g. deploy student course evaluations, course copy/rollover processes, content backups, license renewals).
RESPONSIBILITIES:

• Assist in the maintenance and backend support of Canvas, Chalk & Wire, Zoom, and other systems. This includes monitoring, independent troubleshooting and resolving issues, new tool and feature testing, and serving as a point of contact with vendors and other campus constituents on issue resolution and process planning.
• Follow the established timeline to generate data export/import processes and deployments, such as course evaluations and mass user account creations.
• Collaborate with support staff in academic departments to ensure timely completion of periodically scheduled processes.
• Create reference documentation as needed, including training materials and documentation on internal processes.
• Collaborate with faculty and course development teams and contribute to project tasks, as needed. This includes communicating common user issues to inform continual improvement and overseeing Online Learning Services bi-weekly newsletter.
• Maintain ongoing communication with the ITS Technology Support team regarding user issues related to online teaching and learning systems.
• Follow and support end-user understanding of established policies and laws related to cyber-security, identity protection, copyright, accessibility, intellectual property, FERPA and other legal/ethical issues that impact technology use on campus.
• Assist as needed with training workshops.
• Other duties as assigned.

Job Requirements:

• Associates Degree or a combination of related experience and technical training required. Bachelor's Degree preferred.
• At least one year of work experience providing technical support and troubleshooting technical problems.
• Experience supporting instructional technology, multimedia production, or eLearning in an educational institution.
• Proven track record of excellent customer service to diverse groups of users through active listening, critical thinking, adaptability, and clarity of written and verbal communication.
• Demonstrated ability to independently solve problems by researching, learning, and troubleshooting new or unfamiliar software and workflows.
• Work experience with some combination of the following is preferred: Canvas or other learning management system, e-portfolio/assessment platforms, multimedia production, web conferencing/meeting tools, and website accessibility standards, classroom technology, or other instructional tools.
• Demonstrated experience working independently as well as collaboratively in a dynamic team environment and as a contributor on team projects.
• Ability to organize, prioritize, and complete multiple and overlapping tasks, projects and requests while staying detail-focused.
• Experience working with timelines and independently completing periodically scheduled tasks.
• Demonstrated ability to clearly convey technical information to users with varied levels of technical knowledge, in both verbal and written form.
• Proficiency with both MS Windows and Macintosh environments as well as mobile devices.
• Familiarity with policies and laws relating to instructional technology in higher education, such as intellectual property, copyright, accessibility, FERPA, is preferred.

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Additional Information: **
Full time, full-year position*
The College of Saint Rose values diversity and abides by federal, state and local law in admissions, employment and all services and programs provided. It does not unlawfully discriminate on the basis of race, color, sex, religion/creed, disability, age, national/ethnic origin, gender identity or expression, sexual orientation, familial status, marital status, military status, domestic violence victim status, or any other condition established by law.
The College of Saint Rose is committed to providing a safe, supportive, and secure environment for the entire college community and upon request will provide its annual security report. This report includes statistics for the previous three years concerning reported crimes that occurred on campus, in certain off campus buildings or property owned or controlled by the College, and on public property within, or immediately adjacent to and accessible from the campus. This report also includes institutional policies concerning campus security, such as policies concerning sexual assault and other matters. You can obtain a copy of this report by contacting the Office of Safety and Security at 518-454-5187 or on line at www.strose.edu/securityreport
When appropriate, based on the facts and circumstances of each particular situation, the College may agree to sponsor a foreign national for the most appropriate non-immigrant visa and/or permanent visa for such foreign national based upon the needs of the College. The College's visa sponsorship policy covers certain full-time faculty tenure track positions with respect to current and prospective employees who may require sponsorship for a visa or a nonimmigrant status. This visa sponsorship policy does not apply to non-tenure track faculty positions, part-time faculty positions, visiting faculty positions, or temporary faculty positions. Nor does this visa sponsorship policy apply to administrative, support, technical or other positions. Exceptions to the prior prohibitions may be made in circumstances where the College, in its discretion and on a case-by-case basis, decides to provide visa sponsorship for certain staff positions. The College retains the right to make decisions about visa sponsorship that support the College's business and academic needs, including providing visa sponsorship for only certain academic titles. Visa sponsorships are based solely on the needs of the College and at the sole discretion of the College

Job Type: Full-time

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Work Location: One location

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