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
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.
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,
- 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
- 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.
- 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
- 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
- Experience supporting web browsers and how they interface with
- Ability to learn new things and keep up with the pace of
- 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
- Experience using HTML and CSS
- Working knowledge of Zoom.
- Basic understanding of LTIs/APIs.
- Experience working with academic technologies in the higher
Wh ile an associate's degree is preferred, a combination of
education and experience will be considered.