Role Overview:
We are seeking a motivated and proactive IT Support Specialist to join our IT department. The primary responsibility of this role is to provide technical support for our Learning Management System (LMS), primarily Canvas, and assist faculty and staff with troubleshooting and technical issues related to the system. Additionally, the IT Support Specialist will provide general help desk assistance, resolving technical issues for end-users across various platforms and devices.
Key Responsibilities:
- LMS Support (Canvas):
- Provide technical support and guidance to faculty, staff, and students on the effective use of Canvas as the institution's primary LMS.
- Troubleshoot and resolve issues related to course setup, user access, content uploads, assessments, and grading functionalities within Canvas.
- Assist faculty with course creation, configuration, and instructional design best practices in Canvas.
- Manage and track LMS-related support tickets, ensuring timely resolution of issues.
- Collaborate with the LMS Administrator and other IT staff to implement new features or resolve complex technical issues.
- Conduct training sessions or create support materials for faculty to enhance their use of Canvas features and tools.
- Help Desk Support:
- Serve as the first point of contact for general IT support requests, including hardware, software, and network issues.
- Provide troubleshooting for a wide range of technical issues including, but not limited to, operating systems, desktop applications, email, and hardware peripherals.
- Respond to help desk tickets, emails, and phone calls, ensuring timely and efficient resolution of technical problems.
- Escalate more complex issues to senior IT staff or other departments as necessary.
- Document support requests and resolutions in the help desk system to maintain accurate records and facilitate future support.
- Assist with the setup, installation, and configuration of computer systems, software, and peripherals for users.
- Collaboration & Communication:
- Work closely with faculty, staff, and administrators to understand their technical needs and provide effective solutions.
- Collaborate with the IT team to implement and maintain system updates, patches, and improvements to the LMS and help desk tools.
- Communicate effectively with users to explain technical issues in a clear, non-technical manner.
- Assist with the development of FAQs, documentation, and training materials for users.
- Additional Duties:
- Stay current with new technologies, LMS features, and best practices related to Canvas and IT support.
- Assist in periodic software and system updates or upgrades as required.
- Provide general IT support for special projects and initiatives as needed.
Qualifications:
- Education:
- Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience.
- Experience:
- Proven experience working with Learning Management Systems, preferably Canvas.
- 1-2 years of experience in a technical support or help desk role.
- Familiarity with educational technology tools and platforms is a plus.
- Strong troubleshooting skills, both independently and as part of a team.
- Excellent verbal and written communication skills, with the ability to interact effectively with both technical and non-technical users.
- Technical Skills:
- Experience with Canvas or other LMS platforms.
- Familiarity with common operating systems (Windows, macOS) and desktop applications.
- Strong knowledge of general IT concepts such as networking, software, and hardware troubleshooting.
- Experience with ticketing systems and help desk management tools.
Personal Attributes:
- Strong problem-solving skills and attention to detail.
- Ability to work under pressure and manage multiple tasks simultaneously.
- A customer-centric attitude with a focus on user support and satisfaction.
- Ability to work both independently and collaboratively in a team-oriented environment.
Working Conditions:
- Full-time position.
- Some evening or weekend work may be required for system updates or urgent support issues.
How to Apply:
Please submit your resume and a cover letter outlining your qualifications and experience in IT support and Learning Management Systems.
About Albright College
Founded in 1856, Albright College is the oldest institution of higher learning in Berks County and one of the most economically and culturally diverse colleges in the country. Nationally ranked as a top performer for social mobility, Albright is home to about 1,600 residential undergraduate students from across the nation and around the globe, working together to cultivate integrity, curiosity, connection and resilience. Albright students are encouraged to cross or combine majors to create individualized academic programs, without taking longer to graduate. The college's flexible curriculum, close faculty mentorship and numerous experiential learning options are all designed to help students exceed their own expectations.
At Albright, we believe our differences make us stronger and empower us to better understand and respect one another in a just and fair manner. With this in mind, the college recruits, houses, educates, employs, supports and generally celebrates people of all statuses, identities and backUgrounds, including, but not limited to, race, ethnicity, national origin, citizenship status, religious or spiritual identity, gender and gender identity, sexual orientation, marital and parental status, veteran status, political affiliation and physical and mental ability. Albright College is an EEO employer, committed to inclusivity. In alignment with this commitment, we actively encourage diversity in all dimensions among applicants for this position. Read the college's Inclusivity and Equity Statement online and learn more our demonstrated commitment to building an inclusive and equitable academic community.About Reading, Pa.
Ranked a "Best Place to Live" and "Best Place to Retire" by U.S. News & World Report, Reading is a medium-sized city in Berks County, Pennsylvania. Albright College's 118 acre campus is located in the city's historic northeast College Heights neighborhood. Catch a concert in Reading's 9,000 seat Santander Arena or get up close and personal in the historical Santander Performing Arts Center (built in the 1870s - only 20 years after Albright was born!) Start a new art project with materials like hot glass, paint, wood and more at the GoggleWorks Center for the Arts, enjoy seasonal festivals or take a walk through West Reading's artisan shops, restaurants and boutiques. See Pennsylvania's spectacular autumn display from the top of Reading's Pagoda, a kayak on Blue Marsh Lake, or from a scenic steam train ride. Or leave civilization behind with more than 125 miles of certified biking and hiking trails. The city of Reading is also home to the Philadelphia Flyer's ECHL ice hockey team and the Philadelphia Phillies' AA baseball team.
