The Support Specialist role delivers problem-solving support for all enterprise instructional applications and services, resolving problems with the uses of instructional technology beyond the scope of the first-tier help desk. It also manages requests sent directly to the Teaching and Learning Technologies Group within the Innovative Learning Team. Support Specialists respond to and diagnose/troubleshoot issues and problems within an incident tracking and resolution system while analyzing user requirements and providing recommendations to developers and administrators on instructional technology improvements, and assign issues to or collaborate with level 3 support when needed. They respond to, consult with, and communicate with faculty, staff and/or students who report problems encountered while using technology. They assist with the development of training materials on teaching and learning technologies in a myriad of modalities: workshop handouts, knowledge base articles, tutorials, and help documentation.
One year of support or trouble-shooting experience to users of technology applications in a customer service environment
Ability to analyze and solve problems encountered using teaching and learning technology tools and applications.
Ability to manage time in a rapid work-flow environment, effectively assigning priorities to problems.
Ability to work in one-to-one and small group situations with faculty and administrative staff.
Ability, initiative, and empathy to help customers with a wide range of skill levels.
Ability to find innovative ways to resolve problems.
Effective verbal and written communication skills with both technical and non-technical audiences at various levels within the organization.
High degree of accuracy and excellent attention to detail.
Knowledge of service management and ITIL concepts and processes.
Bachelor's degree in Instructional Technology, Education, Computer Technology, or related fields
Experience with Blackboard or other learning management systems (Canvas, D2L, etc.)
Experience creating online help files or knowledge base articles. Experience working with faculty
Purdue will not sponsor employment authorization for this position.
A background check will be required for employment in this position.
This was formerly classified as an operational/technical position; an internal lateral transfer will retain same benefit standing.
FLSA: Non-Exempt (Eligible For Overtime)
Retirement Eligibility: Defined Contribution Waiting Period
Purdue University is an EOE/AA employer. All individuals, including minorities, women, individuals with disabilities, and veterans are encouraged to apply.