LMS Support Technologist - Faculty Affairs

TITLE

LMS Support Technologist

JOB SUMMARY

The LMS Support Specialist is responsible for providing faculty, staff, and students with timely and professional support for Learning Management Systems technology solutions. The position will provide high-quality technical support for LMS systems and services via phone or email as well as conduct face-to-face and virtual training. Works actively to analyze problems related to software, recommend software solutions based on analysis of needs, and direct users to appropriate alternative solutions, when appropriate. The Support Specialist must demonstrate a strong commitment to user success, provide exceptional customer service, and possess outstanding prioritization, analytical, and problem-solving skills to deliver mobile-friendly, user-centered solutions to LMS challenges. Work is performed under general supervision and performance is based upon completion of assignments and results obtained. The performance evaluation is conducted through the performance evaluation system and in accordance with the University Policies & Procedures.

ORGANIZATIONAL RELATIONSHIPS

Reports to: Associate Director of Learning Management Systems

Supervises: No supervisory responsibilities

ESSENTIAL DUTIES - May include, but not limited to the following:

• Serve as the escalation point for LMS issues that Tier 1 support cannot resolve.

• Troubleshoot common LMS issues including missing enrollments, broken/missing content, assignment or gradebook configuration questions, course copy issues, browser problems, media playback issues, and student access problems related to course settings.

• Assist faculty with course setup questions, feature usage, and general LMS navigation.

• Test and replicate issues before escalation to LMS administrators or vendors.

• Track recurring issues and recommend improvements to training, documentation, or workflows.

• Deliver short training sessions or quick demonstrations for faculty and staff on everyday LMS tasks.

• Support small group or one-on-one training on LMS basics, course setup, communication tools, and content management.

• Maintain a customer-centered, supportive approach to interactions with users.

• Write clear, accurate knowledgebase articles, step-by-step guides, FAQs, and troubleshooting documents.

• Create short video demonstrations or annotated screenshots to support user self-help.

• Update documentation as system features or university workflows change.

• Ensure documentation meets university accessibility and clarity standards.

ADDITIONAL DUTIES

• Stay informed about LMS product updates, release notes, and university-specific guidelines.

• Assist with LMS testing, feature reviews, and classroom technology refreshes as assigned.

• Support peak academic periods with increased availability.

• Participate in departmental meetings, groups, and project teams.

• Performs other duties as requested.

EDUCATION

Associate degree in information technology, educational technology, computer science, or related field. Bachelor's degree or equivalent combination of education and experience preferred.

EXPERIENCE

1-2 years of experience in technical support or end-user computing required. LMS support experience (Canvas preferred), software troubleshooting, higher education environment preferred.

REQUIREMENT

Regular and reliable attendance at the University during regular scheduled days and work hours is an essential function of this position.

All employees share the responsibility of maintaining information security and privacy requirements within the university by adhering to Federal and State regulations, and TWU Policies & Procedures.

KNOWLEDGE, SKILLS, AND ABILITIES - The following are essential:

• Working knowledge of web-based applications and LMS workflows.

• Ability to troubleshoot basic LMS content issues, browser conflicts, and course-level configuration issues.

• Strong customer service and communication skills.

• Ability to explain technical information clearly.

• Skill in writing accessible, user-friendly documentation.

• Basic understanding of FERPA, accessibility, and data privacy expectations.

• Ability to prioritize tasks in a fast-paced environment.

• Ability to work collaboratively with departments and IT team.

PHYSICAL DEMANDS

The physical demands described in the Essential Duties and below are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

The employee may be required to travel.

WORK ENVIRONMENT

All employees are responsible for maintaining an environment that is free from discrimination, intimidation, harassment, including sexual harassment. Work is normally performed in a typical interior work environment.

SAFETY

TWU promotes a safe working environment. Employees are responsible for completing assigned tasks safely and efficiently, and supervisors are responsible for creating and maintaining a safe work environment. Employees must report any unsafe work conditions or practices, as well as any near-miss incidents, to their supervisor and Risk Management. Supervisors and employees should ensure that injury/accident reports are submitted to the Office of Human Resources and Risk Management within 24 hours of the incident.

Texas Woman's University, an AA/EEO employer, provides equal opportunity to all employees and applicants for employment and prohibits discrimination on the basis of race, color, national origin, religion, gender, age, disability, veteran status, sexual orientation, or any other legally protected category, class or characteristic.

All offers of employment will be contingent on the candidate's ability to provide documents which establish proof of identity and eligibility to work in the United States. Positions at Texas Woman's University deemed security-sensitive require background checks and verification of all academic credentials.

If you are a male between the age of 18 and 25, federal law requires that you must be registered with the U.S. Selective Service System, unless you meet certain exemptions under Selective Service law. Under HB 558, enacted by the 76th Texas State Legislature, if you are currently of the age and gender requiring registration with Selective Service, but knowingly and willfully fail to do so, you are ineligible for employment with an agency in any branch of Texas state government. For additional information regarding registration or status, you can contact the Selective Service System at 847-688-6888 or www.sss.gov.