Address
Form of work
SalaryESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
Must be able to work PST hours.
- Works closely with Instructional Support Manager and senior Support Team staff to support online support ticket services and training avenues for academic stakeholders to ensure the entire online education experience is user-friendly, effective, and seamless.
- Works directly with students and faculty to troubleshoot and resolve issues with Canvas, system passwords, publisher partner systems, video creation and hosting software, and the various university-approved educational technology solutions.
- Provides level 2 support for assigned student and faculty issues escalated by the Canvas 24/7 helpdesk and WCU/ACC Freshdesk Helpdesk while assisting to monitor and identify gaps in the internal and external knowledge bases, level 1 advisor processes, and escalation procedures to ensure customer satisfaction and time to resolution are within the agreed upon SLAs.
- Works on assigned tasks in the internal helpdesk systems with the Instructional Support team to provide technological assistance to students, faculty, and staff according to department service level agreements. These services include, but are not limited to, enterprise-level ticketing systems, shared support telephone line and email inbox, as well as a department processes and procedure databases.
- Works with the Instructional Support team to build and update the internal process and information database to ensure all support processes are documented and easily accessible to team members.
- As requested, works with Subject Matter Experts, Instructional Designers, Multimedia Developers, and external vendors to implement university curriculum and technology change requests and course and program revisions.
- As requested, works with academic learning communities and Support Team members prior to course implementation and term starts to ensure all course components are working and aligned to WCU standards.
- Travels to the various campuses to coordinate and conduct online, virtual, and/or face-to-face training for new and existing ground and online faculty and students to introduce best practices and technical implementation in the development of online instructional materials and online instructional methods.
EDUCATION:
- Associates degree or equivalent work experience required.
- Bachelors degree in a technology or education related field preferred
KNOWLEDGE/EXPERIENCE:
- Requires developed skills through application of standards and processes within a narrow scope of work. Typically requires 3-5 years of experience and additional vocational or technical education.
- 1+ years full time work experience in higher education, with experience supporting faculty in online, hybrid, web-enabled courses utilizing instructional technology.
- Proven ability to learn and adapt quickly to new technology and industry standards.
- Can implement new processes, procedures, and standards in an environment of continuous improvement.
- Demonstrated high attention to detail.
- Demonstrated ability to effectively communicate to a variety of audiences in both verbal and written form
- Experience with web conferencing tools in a multi-campus/office, virtual setting preferred
- Experience with professional training facilitation or higher education online, face-to-face, and hybrid environment teaching experience a plus
- Knowledge of advanced Canvas system administration and student information system integration a plus.
- Experience in the fields of allied health, nursing, or science is a plus
ABOUT USFor over 100 years, West Coast University has been educating and preparing students for professional careers across our six campuses located in Southern California, Dallas, Miami, and Online. As part of our unique student-centric approach to advanced healthcare education you will be empowering future healthcare professionals. At West Coast University our students are Ahead of the Curve. Our Mission is to embrace a student-centric learning partnership that leads to professional success. We deliver transformational education within a culture of integrity and personal accountability.
Our benefited faculty and associates are offered a comprehensive benefit package including:
- Health & Wellness
- Financial & Retirement
- Family & Parenting
- Vacation & Time Off
- Perks & Discount
- Professional Development
West Coast University is proud to be an equal opportunity employer, and we seek candidates who desire to work in and serve an ethnically-diverse population.
Job Type: Full-time
Pay: $28.00 - $32.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Relocation assistance
- Vision insurance
Schedule:
- 8 hour shift
Work Location: Remote
