Divine Mercy University in Sterling, VA is hiring for an Online Learning Support Specialist (“OLSS”) to work locally or remotely. The OLSS will further the mission of the university by providing support to users in our Canvas Learning Management System (“LMS”) and related instructional technology tools utilizing the Freshdesk IT Ticketing system. As a member of the Digital Learning and Innovation (DLI) team, and reporting to the DLI Manager, you will be responsible for the following:
- Respond promptly and professionally to incoming inquiries and requests via email, chat, or phone related to the university's online learning platform and tools.
- Provide technical assistance to students, faculty, and staff in navigating the online learning platform, resolving login issues, troubleshooting software or hardware problems, and addressing connectivity or performance concerns.
- Guide users through the setup and usage of various software applications, including learning management systems, video conferencing tools, and collaboration platforms.
- Ensure that Canvas works properly, identify, track and report system issues.
- Efficiently assess, prioritize, and route support tickets within the DLI department.
- Escalate complex technical issues to senior support personnel or relevant teams, following established protocols and procedures.
- Collaborate with cross-functional teams, including IT, instructional designers, and content developers, to address user needs and improve the online learning experience.
- Using established standards, train faculty, students, and staff in the use of Canvas and other instructional technology tools, e.g. Tevera, LearnWorlds, Google Workspace, and Zoom.
- Stay up to date with the university's online learning tools and platforms, as well as emerging technologies and industry trends, to effectively support users and provide relevant guidance.
- Assist with the course copy process every term, provide quality assurance reviews for courses, and make necessary course updates.
- Other Duties as Required or Assigned
Job may require after normal business hour support as well as possible weekends
Requirements
- Bachelor's degree in a related field (e.g., Information Technology, Computer Science, Education) or equivalent practical experience.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Strong problem-solving and troubleshooting skills, with a methodical and patient approach to issue resolution.
- Customer service orientation and a genuine desire to help and support users.
- Familiarity with learning management systems (LMS), online collaboration tools, and video conferencing platforms is a plus. Experience supporting Canvas or similar enterprise level LMS for higher education is required.
- Basic knowledge of computer networks, operating systems (Windows, Mac), and common software applications.
- Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
- Strong organizational skills with the ability to prioritize tasks and manage multiple concurrent responsibilities.
- Experience working in education, training, or online teaching with online learning platforms is required.
- Experience helping higher education faculty develop and build online courses is a plus.
- Proven ability to collaborate with others at all levels of the organization.
- Openness to and respect for the Roman Catholic Church and its institutions and a sincere interest in advancing DMU’s mission.
Ability to pass a background check and authorization to work in the US are required.
Individuals in this position are not eligible to enroll as students at DMU. However, they remain eligible to participate in the Tuition Exchange Program.
NONDISCRIMINATION STATEMENT: Committed to the teaching of Vatican Council II that every type of discrimination, whether social or cultural, whether based on sex, race, color, social condition, language or religion, is to be overcome and eradicated as contrary to God's intent (Gaudium et Spes, 29), DMU is an Equal Opportunity Employer and is actively committed to increasing diversity within its community. DMU encourages applications from persons of color, women, veterans, and persons with disabilities.
