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 the 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 2020-21, there were over 10,700 undergraduate, graduate, and doctoral students that attended the University’s residential campuses and approximately 32,700 students in total enrolled with the University around the world.

The Opportunity

Embry-Riddle Aeronautical University - Worldwide announces an opportunity within the Department of Online Education. The eLearning Support Specialist I is responsible for the support of virtual course delivery models, to include set up and maintenance of templates, updates and maintenance to live course sections, and telephone and email application support for students taking & faculty teaching classes via Embry-Riddle’s Learning Management System or via the EagleVision virtual classroom. Provide assistance and support for academic Quality Managers, Instructional Designers, students, and staff, and support software training initiatives for academic technologies. Support projects for new technology initiatives with various vendors and university stakeholders and foster process improvement for existing workflows.

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

Responsibilities Include:

• Performing quality control checks for monthly term starts to include reviewing hyperlinks, learning modules, exams, the gradebook, course menus, etc. Updating, maintaining, and repairing live and future term courses within Embry-Riddle’s Learning Management System and EagleVision. Performing 3rd party integration setup each term. Maintaining a term start spreadsheet, tracking instructor and course changes, and publishing courses ten times per year.
  
  
• Providing application support and software instruction by telephone, email, ticketing system, or web conferencing to students, staff, and faculty teaching with academic technologies. Supporting student, faculty, and staff use of academic technologies to include: limited support and troubleshooting of publisher integrations/ applications such as Pearson, Cengage MindTap, Wiley, WebAssign, McGraw Hill, and others; Skills Assessments support; maintenance of Learning Management Demonstration and resource courses; support for online tutoring and EagleVision; and other applications as they pertain to teaching and learning.
  
  
• Providing input, support, and participating in testing for existing integrations, future technology initiatives, and development and testing for newly adopted course integrations. This includes but is not limited to advanced training activities, creation of documentation, how-to-recordings and tutorials, live training via video conferencing, and the implementation of process improvements for evolving responsibilities.
  
  
• Report trends, possible proactive measures, and recommending emerging academic technologies that support the Campus strategic direction. Work with administrators of Embry-Riddle’s Learning Management System and EagleVision to troubleshoot system problems. Run queries and create monthly reports of courses.
  
  

Qualifications

Required Qualifications

• Formal diploma/certificate/degree program of 6-18 months after high school and at least one year of experience providing eLearning of 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

• Associate's degree and at least three years of experience providing eLearning or IT support.
  
  
• Advanced technical aptitude, including experience with learning management systems, 3rd party integrations such as those offered by Pearson, McGraw Hill, etc., and basic knowledge of HTML.
  
  
• 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.
  
  

Wh ile an associate's degree is preferred, a combination of education and experience will be considered.