LMS Support Agent

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Posted October 30, 2024
Last updated October 30, 2024

Job Type: Permanent Full Time

Salary Range: $52,810 to $66,012 annually

Posting Closes: November 8, 2024, 4:00 pm

The Learning Management System (LMS) Support Agent is responsible for the day-to-day support of Moodle and Brightspace. Using a ticket system, the LMS Support Agent will be primarily responsible for providing frontline LMS support to faculty. They will troubleshoot and resolve issues related to use of both LMSs and escalate issues to other support avenues as needed. The LMS Support Agent will also contribute to training faculty on the use of the LMSs. Additionally, they will work with the CTL Team to prepare the LMS environments for the start of each term and contribute to discussions on how to improve LMS faculty support. As needed, the LMS Support Agent will provide support to virtual classes and instructors teaching using the on-site virtual classroom.

RESPONSIBILITIES:

A. Learning Management System and Faculty Support

  • Operate as the primary point of contact to assist faculty in use of Brightspace and Moodle (LMSs) 
  • Respond to faculty using a ticket system to resolve questions related to the use of the LMSs, including providing step-by-step instructions in response to Brightspace and Moodle how-to questions submitted as a ticket
  • Troubleshoot user issues with LMSs
  • Offer training and assistance to faculty in the setup and maintenance of technical course components including assessments, discussions, gradebooks, integration of external tools, and objects 
  • Share resources for how to use Brightspace and Moodle with faculty
  • Collaborate with the eLearning team in the management of the LMSs
  • Manually create course shells within LMSs as needed
  • Collaborate with IT on generating analytical reports for eLearning 
  • Serve as a Approved Support Contact (ASC) for the Brightspace LMS
  • Liaise with external technical support personnel related to LMSs

    Technical management of LMSs:

  • Obtain course open and close dates from the registrar
  • Responsible for automating course shell creation and faculty enrollment, merging courses and managing canceled courses 
  • Apply appropriate naming conventions to courses
  • Create LMS accounts for new faculty and TAs
  • Manage faculty and TA enrollments
  • In collaboration with the Office of the Registrar, investigate and troubleshoot issues related to student enrollments
  • Respond to tickets about adding/editing/importing course content
  • Respond to general preterm course questions (eg. course availability dates, master course process)
  • Manage roles and permissions
  • Manage system settings for LMSs
  • Manage courses (file/data management)

B.  Course Administration and Remote Instruction Support

  • Collaborate with faculty to determine the most effective delivery methods for synchronous/asynchronous course components. 
  • Assist Faculty and the CTL team in setting up and using tools for remote synchronous / asynchronous instruction, including video conferencing solutions.
  • Liaise with publishers and other external partners to integrate third-party learning tools into courses on the LMS.
  • Update ‘Getting Started’ and ‘Instructor Start Here’ modules on Brightspace
  • Review masters for term readiness (remove specific dates or other references that are outdated, check for broken links etc.) on Brightspace
  • Use an intelligent agent to notify instructors of course availability and key term dates on Brightspace Review and Update.
  • Develop and implement processes and procedures as they relate to the implementation and maintenance of the LMSs.
  • Leverage the use of LMSs to improve student learning experience.

C. Other Duties

  • Perform other duties as assigned by the Director, CTL.

MINIMUM QUALIFICATIONS

  • A diploma in Information Technology, Education Technology or a related field is required with at least 3 years of relevant experience required, with at least 2 years of concurrent postsecondary experience.
  • Proven ability to provide excellent customer service
  • Experience providing technical support in person or via digital technology
  • Demonstrated competence in MS Office (particularly Word and Excel) and G-Suite and video conferencing platforms such as Google Meet and Zoom. 
  • Excellent interpersonal and written English communication skills 
  • Excellent organizational and time management skills 
  • Ability to problem solve effectively
  • High attention to detail

To apply for this position please submit a resume and cover letter HERE no later than 4:00 p.m. on November 08, 2024.

Algoma University is strongly committed to fostering diversity and inclusivity within our community and is an equal-opportunity employer. The university invites and encourages applications from all qualified individuals who would contribute to the further diversification of our Institution, including equity-deserving groups that are traditionally underrepresented in employment (Indigenous peoples, racialized persons, women, persons with disabilities, and 2SLGBTQQIPA+ persons). 

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, upon request, accommodation will be provided by Algoma University throughout the recruitment, selection, and/or assessment process to applicants with disabilities.