Learning Technology Support Specialist - Program Specialist 2

Located in the scenic Puget Sound area with nearby mountain ranges and Mount Rainier in the distance, Tacoma is surrounded by outdoor recreational opportunities such as hiking, boating and camping. Tacoma, Washington has been ranked as one of the most livable cities in the country, due to the increasing career opportunities, cultural diversity and community engagement, just to name a few.

Tacoma Community College (TCC) was built on the ancestral territory of Coast Salish peoples, specifically the Puyallup and Squaxin Island Tribes. The 1854 Medicine Creek Treaty forcibly removed them to Reservations to make way for colonizers; we recognize the privilege of utilizing this land has come at a great cost. We honor the resilience of the Puyallup and Squaxin Island people, who still live here, defend their rights, and contribute greatly to the well-being of our community. Our institution aims to increase partnerships and community ties with the local indigenous populations. Moreover, TCC stands in solidarity with Black Lives Matter and the Black community by further strengthening collaboration with the Black Student Union as well as community entities such as the Tacoma-Pierce County Black Collective, the Tacoma Urban League, and local black-owned businesses. In addition, we strongly support the Stop Asian Hate movement and have an active Asian Pacific Islander Student Club as well as an Asian and Pacific Islander Faculty and Staff Coalition. TCC is committed to developing more culturally responsive curricula by infusing and incorporating more educational content focused on the lives, experiences, and contributions of Native, Black, Asian, and other marginalized communities. We continually strive to become an anti-racist institution.

We are specifically focusing on improved support for traditionally marginalized populations, including Black/African- American, Indigenous, People of Color, Dreamers, justice-involved, immigrants and refugees, Veterans, people with disabilities, and the LGBTQ+ community. To this end, TCC seeks applicants who:

• Value intellectual curiosity and innovative teaching
• Welcome difference and model respectful interaction with others
• Recognize and honor the important role that diversity brings to an educational community
• Are committed to educating a racially and socioeconomically diverse student population
• Are committed to teaching in a community college setting
• Care deeply about student success
• Intentionally support and promote efforts related to equity, diversity, and inclusion
• Honor TCC's mission promoting equitable access to educational opportunities
• Reflect the diversity of our community

Position Summary
The Learning Innovation Help Desk Specialist is a vital member of our Learning Innovation Technology Support team at TCC and is integral to the department mission of enhancing the teaching and learning process through the accessible and equitable incorporation of educational technologies.

This role coordinates the day-to-day operations of the Learning Innovation Help Desk in the Information Commons and primary duties focus on providing technical support for instructional technologies and for the learning management system Canvas LMS.

• Provide customer service and technical support in-person, over the phone, and via TeamDynamix, on eLearning and campus technologies (i.e. Canvas, Panopto, Zoom, Peoplesoft, Wi-Fi, etc...) to students, faculty, and staff.
• Administrator for learning technologies.
• Provide one-on-one and group trainings for students, faculty, and staff, on eLearning and campus technologies.
• Supervise, hire, train, track paperwork, evaluate, and mentor part-time and work-study Help Desk staff.
• Coordinate and manage work-study and part-time Help Desk staff schedules to ensure Help Desk coverage.
• Coordinate and streamline protocols and workflows around the support infrastructure at the Help Desk and across the campus.
• Manage equipment checkout and inventory of eLearning equipment.
• Create and train Help Desk staff to create knowledge base articles/tutorials for TeamDynamix, the college's support platform.
• Update and maintain eLearning-related content on the college website, in the college Portal, and in Canvas.
• Perform other related duties as assigned.

Minimum Qualifications

• Bachelors Degree from an accredited college or university -OR- equivalent combination of education and/or experience.
• Supervisory experience.
• Experience providing customer support preferably in an IT or related technical capacity.
• Word processing and spreadsheet software experience preferably MS Office.

Preferred Qualifications

• Customer Service experience.
• Experience as the administrator for a Learning Management System, such as Canvas, Blackboard, D2L, or Moodle.
• Experience using ITSM or CRM applications, such as TeamDynamix or ZenDesk.
• Experience managing knowledgebases and detailing technical tasks and steps clearly.
• Experience managing databases.
• Experience using ERP solutions, such as PeopleSoft or Banner.

Duties of the position require knowledge, skills and abilities

• Excellent customer service skills; including building and maintaining internal/external customer satisfaction.
• Ethics, integrity and sound professional judgment.
• The ability to foster a climate of equity and belonging through multicultural awareness and appreciation.
• Experience delivering presentations to groups.
• Excellent verbal and written communication skills. Excellent organizational skills.
• Ability to establish and maintain positive working relationships with students, colleagues and staff representing diverse ethnic, cultural, socioeconomic and learning abilities.
• Ability to work independently and as a member of a team.
• Reliability and integrity in maintaining assigned work schedules and completing assigned tasks.

Conditions of Employment

• Successfully complete a criminal history background check.

Complete application packages must include the following:

1. Tacoma Community College online application form.
2. Resume and cover letter - In your cover letter, describe how your background and experience align with the responsibilities for this position.
3. Copies of transcripts from all Colleges or Universities