Job Details
Senior Help Desk Analyst - 534318
Senior Help Desk Analyst - 534318
Assists all faculty and students with any issues pertaining to tools and technology within the learning management system (LMS). Provides assistance via phone, email, live chat, and zoom. The Senior Online Support Associate has additional expertise and knowledge on complex technical issues, especially as it relates to providing solutions to FIU Online faculty for LMS related questions. Responds quickly, competently, and courteously to a myriad of student and faculty inquiries in person, by telephone, email and live chat.
- Assists students and faculty to login to the learning management system (LMS) and troubleshoots any authentication or course access issues.
- Troubleshoots all applications that are integrated with the learning management system (LMS), such as Zoom, Class, etc.
- Collaborates with Learning Management System, System Support and Development, Salesforce, and Learning Design and Innovation teams to resolve course content or LMS related issues.
- Assists faculty and students in resolving basic technical issues, content concerns, and general LMS concerns, utilizing their courses.
- Assists students and faculty towards resolving complex technical issues with online course content, content accessibility, and other technical questions related to the learning management system.
- Finds solutions to faculty related questions transferred and/or routed directly to them.
- Recommends solutions and participates in the ongoing development, implementation, and interpretation of operating procedures for Canvas Help.
- Ensures all incoming inquiries (cases) in the LMS ticketing system are handled adequately within a 24-hour period.
- Provides support for communication drafts, internal documentation, messaging, and other written communication as needed.
- Helps coordinate the communication, testing, configuration, and roll out for technical systems and feature updates related to the LMS Call Center.
Minimum Qualifications:
- Bachelor's degree in related discipline with four (4) years of experience in a related field; OR eight (8) years of experience in a related field; OR an equivalent combination of relevant education and/or experience.
Departmental Requirements:
- Day and evening shifts; includes weekdays and/or weekends
- Available work hours (on campus & remote) can range between 8:00am-midnight
Advertised Salary:
- $40,000 - $45,000
Other Information:
- Ability to work evenings and weekends.
- Ability to work flexible hours as needed.
- Shift may vary according to departmental needs.
For further information or to apply online visit https://hr.fiu.edu/careers/
Florida International University is a member of the State University System of Florida and an Equal Opportunity, Equal Access Affirmative Action Employer.
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