Specialist II, Learner Technology

The Specialist II, Learner Technology serves as an essential resource for resolving learner technical issues specifically pertaining to the platforms and apps used by Learner Experience Management. Acting as the first point of contact upon learner outreach, the incumbent is responsible for addressing and resolving Tier 1 and 2 technical concerns promptly, thereby ensuring an enhanced learner experience and supporting programmatic outcomes. Additionally, this role includes learner coaching and training in technology as well as the creation of asynchronous learner resources. The Specialist II collaborates with cross-functional teams to implement solutions that drive continuous improvement in the learning experience. 

• Responds to learner inquiries via phone, email, and Teams chat, maintaining the highest level of professionalism and care.  

• Provides more in-depth technical troubleshooting and resolutions for complex issues that go beyond Tier 1 

• Ensures follow up and resolution or escalation of learner technical issues 

• Identifies patterns in learner concerns and escalates these insights to leadership or relevant teams. 

•  Contributes to strategic decision-making for system improvements based on recurring issues. 

• Assists with the resolution of concerns raised in learner satisfaction surveys 

• Collaborates with the teams in Learner Experience Management to determine and create technology resources that support the instructional program,  coaching opportunities and the academic success of the learners 

• Creates and maintains resources in the Technology Center 

• Updates, creates and deletes resources as requested by collaborators corresponding to their functions 

• Maintains a broad and advanced knowledge of all College services. Work closely with various functions to perform seamless soft transfers and provide additional assistance to ensure learners’ needs are fully met. 

• Maintains a high level of proficiency in the platforms, software and apps used by Learner Experience Management to identify gaps or opportunities for growth and optimization of those tools 

• Maintains data and completes reporting as assigned  

• Participates in regular functional, team, college and organizational meetings as scheduled  

•  Actively participates in the successful implementation of functional and technical projects.  

• Serves as a resource for special initiatives, ensuring the learner perspective is considered in project planning and execution. 

• Bachelor’s Degree in Information Technology or equivalent degree, certificate or equivalent experience is required 

• Competency in web-based communication, online databases and platforms as well as Microsoft software systems and tools is required  

• Prior experience with help-desk ticketing is strongly preferred 

• Demonstrated experience creating asynchronous coaching materials is preferred 

• Demonstrated experience or course work in web design is preferred