Ilearn Support Assistant

4 weeks ago

North Bay, Canada Canadore College Full time

**Job Title**: iLearn Support Assistant
**Department**: Academic Centre of Excellence
**Location**: College Drive Campus
**Status**: Regular Part-Time
**Hours Per Week**: Up to 24 hours
**Pay Rate**: $20.19/hour
**Application Deadline**: Thursday, October 24, 2024 - 12:00 p.m.
iLearn Support Assistant will provide efficient and effective support to end-users encountering technical difficulties or inquiries related to the Learning Management System (LMS), iLearn. The incumbent will diagnose and resolve issues, respond to user queries, and offer guidance on system usage. Furthermore, they will collaborate with the LMS Administrator and other ACE members to ensure seamless operations of the platform.

**Qualifications**:

- Two-year Diploma or Degree preferably in the area of information technology or educational technology
- Minimum six (6) months experience working in a professional office environment
- Demonstrated administrative and technical skills, with a focus on user support within the context of supporting a Learning Management System (LMS)
- Proficient in Learning Management Systems (preferably Brightspace by D2L)
- Exceptional interpersonal skills
- Basic knowledge of data analytics
- Proficient in Microsoft Office Suite (Excel, PowerPoint, Word, Forms, Visio)
- Demonstrated ability to successfully collaborate with diverse groups

**Responsibilities**:

- Follow triage processes to address low and mid-level inquiries from faculty, students, and partners. Promptly respond to support requests from faculty and students (including Canadore and partner institutions)
- Conduct basic troubleshooting, post system news, update calendars, and create user accounts and course sandbox masters
- Provide user access to resource courses
- Provide iLearn support to drop-ins and scheduled 1:1 bookings
- Support content creation using H5P, HTML, and other educational technology tools
- Identify and escalate system or integrated product issues as needed
- Initiate process and perform course reviews
- Support student orientation sessions and update internal support and training tools
- Analyze iLearn support trends and identify associated training opportunities (for faculty and students) and creation of resources
- Other duties as assigned

Canadore College is committed to inclusion, diversity, equity, and accessibility.

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