Academic Technology Support Specialist I

Job Description

About Embry-Riddle Aeronautical University:

Embry-Riddle Aeronautical University is an independent, culturally diverse institution providing quality education and research in aviation, aerospace, engineering, and other related fields with residential campuses located in Daytona Beach, Florida and Prescott, Arizona. The University's Worldwide campus provides educational opportunities online and at approximately 130 locations throughout the United States, Asia, Europe, and Central/South America.

As the largest and most comprehensive aviation and aerospace-focused university in the world, Embry-Riddle is a unique institution. Over the past 90 years, the University has evolved with industry to break new ground and produce top-level graduates who serve the ever-changing needs of aviation and aerospace and other STEM-related disciplines. Embry-Riddle offers programs in seven primary fields of study including: Applied Science; Aviation; Business; Computers and Technology; Engineering; Safety, Security, and Intelligence; and Space.

For Academic Year 2021-22, there were over 11,100 undergraduate, graduate, and doctoral students that attended the University's residential campuses and approximately 20,195 students in total enrolled with the University around the world.

The Opportunity:

Embry-Riddle Aeronautical University - Worldwide announces an opportunity within the Department of Academic Technology. The Academic Technology Support Specialist I provides support for University supported teaching and learning technologies and tools for the Worldwide Campus’ learning environments. Utilizing various forms of communication, such as phone, email, web-conferencing, and ticketing system tools, the Support Specialist provides technical support, troubleshoots and resolves issues related to academic technologies for various stakeholders. This position provides support to various University teams, such as Instructional Design and Development, IT Support, the Rothwell Center for Teaching and Learning Excellence, Scheduling, and other vendors. This is a Tier 2 support position that requires specialized knowledge related to the Learning Management System, 3rd party textbook integrations, web conferencing, and other course and program specific academic software. The Support Specialist must also have experience working with and troubleshooting issues related to browsers, operating systems, and hardware.

The Academic Technology Support Specialists maintain the term start process which includes quality assurance inside of live courses, integration setup, and course publishing. Other duties include assisting with HTML documentation and knowledgebase article updates, browser process automation, and testing and troubleshooting of new and prospective academic technologies.

This is an entry-level position that is physically located at the ERAU Worldwide Campus Headquarters in Daytona Beach, Florida.

Qualifications

Required qualifications:

• Associate's degree and at least three years of experience providing eLearning or IT support.
  
  
• Highly developed interpersonal and effective communication skills (customer service), including the ability to communicate and support effectively in person, telephone and electronic mail. Must be able to work effectively in a team environment.
  
  
• Strong attention to detail and quality control.
  
  
• Ability to work independently and use existing resources to problem solve.
  
  
• Advanced technical aptitude, including experience with online learning management systems, web development (HTML), web video conferencing software and an understanding of computer hardware, peripherals such as web cameras, and operating systems.
  
  
• Demonstrated competence with Microsoft Office Suite and web development applications.
  
  
• Experience supporting web browsers and how they interface with applications.
  
  
• Ability to learn new things and keep up with the pace of technology.
  
  

Preferred Qualifications:

• Bachelor's degree and at least three to five years of experience providing eLearning or IT support.
  
  
• Experience working with Canvas Learning Management System.
  
  
• Experience using HTML and CSS
  
  
• Working knowledge of Zoom.
  
  
• Basic understanding of LTIs/APIs.
  
  
• Experience working with academic technologies in the higher educational field.
  
  
• While a bachelor’s degree is preferred, a combination of education and experience will be considered.