Innovative Digital Learning Help Desk Analyst

Job Title

Innovative Digital Learning Help Desk Analyst

Agency

East Texas A&M University

Department

Office Of Academic Technology

Proposed Minimum Salary

$4,509.00 monthly

Job Location

Commerce, Texas

Job Type

Staff

Job Description

INSTRUCTIONS TO APPLICANT:

During the application process the “My Experience” page has a section provided “Attachments (Resume/CV, References, Cover letter, etc.)” to upload required documents. 

• Use the Upload button to add each document.
• You will be able to upload up to 5 documents. Be aware that the maximum size allowed for any one document is 5MB.
• All documents must be electronically submitted through the Texas A&M Online Employment Services website to be considered.
• Incomplete or improperly submitted applications may be excluded from consideration. 

Please provide the following documents:

• Cover Letter
• Resume/CV
• Three professional references with complete contact information (Unsolicited letters of recommendation will not be considered).
• Transcripts (Unofficial will be accepted with application. Official transcripts are required at time of verbal offer). 
  If transcripts are from an international institution, it is the responsibility of the applicant to have the transcripts translated and evaluated by an approved credential evaluator.

Please do not withdraw your application in an attempt to upload a missing document. If you need assistance with this or any other matter, please contact us at HR.Hiring@etamu.edu.

SUMMARY:

The Innovative Digital Learning Help Desk Analyst at East Texas A&M University (ETAMU) is responsible for providing frontline technical support for faculty, staff, and students using the university’s learning management system and all associated learning technologies and platforms.  This role ensures timely resolution of related issues, contributes to user training and documentation, and collaborates with the team to enhance the digital learning experience.  As a proud member of the third-largest institution in The Texas A&M University System, ETAMU fosters a strong professional environment that supports career growth and academic excellence.

ETAMU is a fast-growing public university with a strong reputation for academic excellence, research innovation, and student success. With over 140+ degree programs, a 20:1 student-to-faculty ratio, and nationally ranked online and graduate programs, ETAMU is committed to transforming lives through quality education. Our employees benefit from a collaborative community, cutting-edge research opportunities, and outstanding resources.

This position is not eligible for remote work.  Position is not eligible for visa sponsorship. 

DUTIES & RESPONSIBILITIES:

• Provides technical expertise and pedagogical guidance on the use and adoption of the learning management system (D2L Brightspace) and all associated learning technologies to faculty, staff, and students via phone, in-person, the ticketing system, email, or online, ensuring timely resolution of issues. 
• Serves as the first point of contact for LMS and associated technology support requests, providing troubleshooting for a wide range of technical issues including, but not limited to, access, content, assessments, and integrations.  
• Ensures instructional content meets accessibility compliance requirements and quality assurance standards. 
• Develops and delivers faculty development workshops on the effective use of the LMS and related tools in support of teaching and learning. 
• Monitors help desk ticketing system and assigns support tickets to appropriate team members.
• Resolves Tier 1 and Tier 2 support tickets and elevates high priority issues to the appropriate support team to ensure customer satisfaction and time to resolution is within departmental service standards.    
• Documents the entire support interaction lifecycle in the ticketing system and maintains a knowledge base of common issues and solutions. 
• Creates and updates training materials and user guides for the academic community.   
• Stays current with LMS and learning technology updates, features, and best practices.
• Performs other duties as assigned. 

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