support specialist Sterling, VA
Job description
Divine Mercy University (DMU) is a rapidly expanding, entrepreneurial academic institution on the cutting edge of online educational delivery. DMU is a Catholic graduate school of psychology and counseling, founded in 1999 as the Institute for the Psychological Sciences. The University is dedicated to the scientific study of psychology and related fields with a Catholic understanding of the person, marriage, and the family. The University offers a Doctoral (Psy.D.) degree in Clinical Psychology, an online Master of Science (M.S.) degree in Psychology, and an online Master of Science (M.S.) in Counseling. Additionally, it offers online certificate programs, including a Spiritual Director's Certificate.
Divine Mercy University in Sterling, VA is hiring for an Online Learning Support Specialist (“OLSS”) to work locally or remotely. The OLSS will provide 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:
Requirements:
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.
- 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, TK20, 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.
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
NON-DISCRIMINATION: Divine Mercy University is an Equal Opportunity/Affirmative Action Employer, actively committed to increasing diversity within its community. As required by the Title VII of the Civil Rights Act of 1964, as amended, and the Americans with Disabilities Act, as amended, DMU does not discriminate against applicants on the basis of race, color, religion, national origin, sex, or disability.
