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The Role
Provides frontline support for Brightspace and academic applications, including troubleshooting, user access, course setup, integrations, and technical issue resolution. Supports faculty and students with instructional technology, multimedia tools, classroom technology, accessibility compliance, and remote learning platforms. Conducts training, maintains documentation, tracks support activity, assists with system testing, and recommends improvements to digital learning strategies. Also provides basic support for operating systems, wireless connectivity, Microsoft Office, and related software.
Summary Generated by Built In
The Department of Information Services at SUNY Downstate Health Sciences University is seeking a full-time Instructional Support Associate / Academic Application Support Associate.
The Instructional Support Associate provides technical and academic application support to faculty, staff, and students, focusing on learning management systems (LMS), instructional technology, and digital learning tools. This role ensures the effective use of technology in teaching and learning by offering training, troubleshooting, and instructional design assistance. The position works collaboratively with faculty, instructional designers, and IT staff to enhance academic experience.
Duties & Responsibilities
Academic Application & LMS Support:
- Provide frontline support for the campus learning management system (Brightspace), including troubleshooting issues, managing user access, and assisting with course setup.
- Assist faculty with LMS course design, content development, and integration of multimedia resources to enhance online and hybrid learning.
- Support faculty and students with third-party educational tools and integrations, such as Zoom, Panopto, Turnitin, Respondus, and other academic applications.
- Maintain documentation, FAQs, and self-help resources for faculty and students on LMS and instructional technology use.
Instructional Technology & Faculty Support:
- Assist in the implementation and support of instructional technologies, including digital assessment tools, adaptive learning platforms, and remote learning applications.
- Conduct faculty workshops and one-on-one training sessions on best practices for LMS use, online course delivery, and digital pedagogy.
- Collaborate with faculty to explore and integrate innovative instructional tools, ensuring alignment with pedagogical goals.
- Provide support for lecture capture, hybrid/remote learning, and classroom technology (e.g., smartboards, projectors, and web conferencing tools).
- Coordinate EIT accessibility compliance and remediation activities university wide for project management, training and technical assistance.
Technical & User Support:
- Maintain records of technical support requests and training sessions, generating reports on system usage and faculty needs.
- Respond to technical inquiries from faculty, students, and staff, diagnosing and resolving LMS-related issues in coordination with IT services.
- Monitor LMS system performance, report outages, and assist in testing system updates and new features.
- Manage user roles, permissions, and course enrollments within the LMS.
- Stay updated on emerging trends in educational technology and recommend improvements to campus digital learning strategies.
- Basic knowledge of Windows and Apple operating systems including Mac, iPad and mobile phone devices.
- Assist users with connecting to the campus wireless network.
- Assist users with installing and troubleshooting Microsoft Office and key software/apps.
Additional duties as required by the office of the CIO.
QualificationsRequired Qualifications
- Bachelor's Degree in Instructional Technology, Education, Information Technology, or a related field.
- 2+ years of work experience supporting learning management systems (LMS) and academic applications.
- Familiarity with online course development, instructional design principles, and digital pedagogy.
- Strong troubleshooting skills for LMS-related issues, multimedia tools, and web-based learning platforms.
- Ability to deliver faculty and student training sessions on instructional technology.
- Excellent communication, organization, and problem-solving abilities.
- Ability to work collaboratively in a diverse academic environment.
Preferred Qualifications
- Experience working in SUNY or another higher education institution.
- Knowledge of accessibility standards (ADA, WCAG) and Universal Design for Learning (UDL).
- Experience with LMS administration, data analytics, or reporting tools.
- Familiarity with emerging trends in online education, AI in learning, and digital assessment tools.
Are you looking to take your career to new heights with a leader in healthcare? SUNY Downstate Health Sciences University is one of the nation's leading metropolitan medical centers. As the only academic medical center in Brooklyn, we serve a large population that is among the most diverse in the world. We are also highly-ranked by Castle Connolly Medical, a healthcare rating company for consumers, among the top 5 leading U.S. medical schools for training doctors.
About the Team Equal Employment Opportunity
SUNY Downstate Health Sciences University is an affirmative action, equal opportunity employer and does not discriminate on the basis of race, color, national origin, religion, creed, age, disability, sex, gender identity or expression, sexual orientation, familial status, pregnancy, predisposing genetic characteristics, military status, domestic violence victim status, criminal conviction, and all other protected classes under federal or state laws.
Women, minorities, veterans, individuals with disabilities and members of underrepresented groups are encouraged to apply.
If you are an individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact Human Resources at [email protected].
Skills Required
- Bachelor's degree in Instructional Technology, Education, Information Technology, or a related field
- At least 2 years of experience supporting learning management systems and academic applications
- Familiarity with online course development, instructional design principles, and digital pedagogy
- Strong troubleshooting skills for LMS-related issues, multimedia tools, and web-based learning platforms
- Ability to deliver faculty and student training sessions on instructional technology
- Excellent communication, organization, and problem-solving abilities
- Ability to work collaboratively in a diverse academic environment
- Experience working in SUNY or another higher education institution
- Knowledge of accessibility standards, including ADA and WCAG, and Universal Design for Learning
- Experience with LMS administration, data analytics, or reporting tools
- Familiarity with emerging trends in online education, AI in learning, and digital assessment tools
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The Company
What We Do
SUNY Downstate Health Sciences University is Brooklyn’s only academic medical center and part of the State University of New York. Through five schools and University Hospital at Downstate, it educates physicians, nurses, scientists, public-health leaders, and allied health professionals; advances biomedical, healthcare, and public-health research; and delivers patient-centered care while promoting health equity for New York’s diverse communities across the borough.
