Technology Support Specialist

**Classification & Regular Hours**: Hours per Week: 35 Salary Grade: 14 **About Western**: Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference. **About Us**: The Department of Western Technology Services (WTS) is a central source committed to providing high-quality, cost-effective technology solutions and services to the campus community in support of the teaching and research missions of the University. WTS works collaboratively with other IT groups within Western’s faculties and support units to leverage central supported technology solutions and services where it makes sense. **Responsibilities**: The Technical Support Specialist (Learning Management System) is a key member of the Services & Application Support Team who provides support for Western’s Learning Management System and its associated suite of tools which are a mission-critical part of Western’s technology services. The role provides escalated technical support and consultation to faculty and staff using the LMS and associated tools in their courses. The Specialist fulfills the role of solution specialist in supporting and assisting faculty and staff in leveraging and using the suite of LMS tools, including providing technical support, documentation, and training. **Qualifications**: - Education: - College Diploma in an Information Technology field or a University Degree with a minor in an Information Technology field; College Diploma in Computer Systems Technology or University Degree in an Information Technology field preferred - Training and certification in a modern cloud based LMS such as Blackboard, Canvas or D2L Brightspace would be an asset - Experience: - 3 years’ experience providing end user support in a modern cloud based LMS such as Blackboard, Canvas or D2L Brightspace - 3 years’ experience in customer service in an IT environment - Previous experience with support in a modern cloud based LMS such as Blackboard, Canvas or D2L Brightspace in an academic IT environment is preferred - Knowledge, Skills & Abilities: - Knowledge and expertise with modern Learning Management Systems and associated tools - Ability to work independently and collaboratively in a team environment - Seeks and shares relevant information, opinions, and judgments - Critical thinking and discernment to assess and scope areas for improvement and an ability to offer creative solutions - Applies new knowledge and skills to practical use on the job; furthers learning through experience in practicing new approaches and behaviors - Strong presentation skills with demonstrated ability to conduct training sessions and instruct others - Strong customer service skills to handle inquiries and resolve issues in a professional and timely manner - Ability to understand customer needs and expectations and provide excellent customer service directly and indirectly to satisfy those expectations - Ability and willingness to stay abreast of technological developments in LMS tools - Ability and willingness to stay abreast of technological development and adapt efficiently to emerging priorities - Demonstrated oral and written communication skills to effectively interact with technical and non-technical users from internal contacts up to senior management - Ability to build and maintain lasting relationships with other departments and key business partners - Ability to perform duties in a professional and courteous manner and produce high quality work while meeting deadlines **Western Values Diversity**: **Please Note**: We thank all applicants for their interest; however, only those chosen for an interview will be contacted.