Student Learning Management Support Specialist

Position Type:
Technology/Student Learning Management
Date Posted:
4/13/2023
Location:
100-Central OfficeQualifications:

• Help desk support and/or customer service experience preferred.
• Working knowledge of Canvas preferred but not required.
• High degree of broad technical aptitude required with the ability to clearly communicate technical solutions in a friendly and helpful manner to a non-technical audience
• Strong skills in human relations, problem solving, decision making, organization, and communications
• Strong telephone skills and friendly service-oriented demeanor
• Ability to lift up to 25 pounds
• Ability to sit for 7.5 hours daily

Fair Labor Standards Act Status: Non-Exempt
Reports to:
Director of Technology
Job Goal:
The Canvas Help Desk is responsible maintaining the Canvas LMS and providing end user support to ensure the efficient use of all operational and instructional technologies.
Performance Responsibilities:

• Serve as the primary point of contact for parents with technology-specific questions related to Canvas LMS.
• Troubleshoot and resolve issues related to access, navigation, and functionality within the Canvas LMS platform.
• Develop and maintain a knowledge base of frequently asked questions and common issues faced by parents.
• Provide clear, concise, and empathetic guidance to parents via phone, email, and other communication channels.
• Collaborate with the technology department to identify recurring issues and recommend improvements to the Canvas LMS user experience.
• Conduct training sessions and create user-friendly resources to help parents and staff become more proficient with the Canvas LMS platform.
• Receives all district calls, emails, and work orders for Canvas & Technology support
• Maintenance, assignment, and escalation of help desk work orders
• Work closely as a team with technology services department to become and remain knowledgeable of all systems and services
• Other duties as assigned

Terms of Employment:
The Help Desk staff will be employed for twelve-month positions with a 5 day work week. The salary and work year will be established annually by the Board of Education.
Evaluation:
The Help Desk staff will be evaluated by the immediate supervisor, using the Independence School District Technology Staff Performance Based Evaluation.
Attachment(s):

• FY23 - Tech Support Staff.pdf