Academic Application Support Associate

SUNY Downstate Health Sciences University; New York (NY); On-site; USD 60,000 - 78,000; Full time

Job summary

SUNY Downstate Health Sciences University in New York is seeking a full-time Instructional Support Associate / Academic Application Support Associate. You will provide technical and academic application support, focusing on LMS, instructional technology, and digital learning tools to enhance teaching and learning.

Responsibilities include frontline LMS support, course design assistance, training faculty and students, and collaboration with IT staff to ensure reliable educational technology.

Qualifications

• Bachelor's degree in instructional technology, education, IT, or related field.
• 2+ years supporting LMS and academic applications.
• Familiarity with online course development, instructional design, and digital pedagogy.
• Strong troubleshooting for LMS issues, multimedia tools, and web-based learning platforms.
• Ability to deliver faculty and student training sessions on instructional technology.
• Excellent communication, organization, and problem-solving abilities.
• Ability to work collaboratively in a diverse academic environment.

Responsibilities

• Academic Application & LMS support including Brightspace setup and user access.
• Assist faculty with LMS course design and multimedia integration.
• Support third-party tools like Zoom, Panopto, Turnitin, Respondus.
• Maintain LMS documentation and self-help resources.
• Implement instructional technologies and support remote learning.
• Conduct faculty workshops and training sessions.
• Collaborate with faculty to integrate innovative tools.
• Provide support for lecture capture and classroom technology.
• Maintain records of support requests and training sessions.
• Monitor LMS performance and test updates.
• Manage user roles and course enrollments.
• Stay updated on ed tech trends and accessibility standards.

Skills

Troubleshooting LMS

Faculty training

Communication

Organization

Problem solving

Collaboration

Education

Bachelor's Degree in Instructional Technology, Education, Information Technology, or a related field

Tools

Windows

macOS

Mobile devices

Job description

Job Description
The Department of Information Services at SUNY Downstate Health Sciences University is seeking a full-time Instructional Support Associate / Academic Application Support Associate.

The Department of Information Services at SUNY Downstate Health Sciences University is seeking a full-time Instructional Support Associate / Academic Application Support Associate. The Instructional Support Associate provides technical and academic application support to faculty, staff, and students, focusing on learning management systems (LMS), instructional technology, and digital learning tools. This role ensures the effective use of technology in teaching and learning by offering training, troubleshooting, and instructional design assistance. The position works collaboratively with faculty, instructional designers, and IT staff to enhance academic experience.

Duties & Responsibilities

Academic Application & LMS Support:

• Provide frontline support for the campus learning management system (Brightspace), including troubleshooting issues, managing user access, and assisting with course setup.
• Assist faculty with LMS course design, content development, and integration of multimedia resources to enhance online and hybrid learning.
• Support faculty and students with third-party educational tools and integrations, such as Zoom, Panopto, Turnitin, Respondus, and other academic applications.
• Maintain documentation, FAQs, and self-help resources for faculty and students on LMS and instructional technology use.

Instructional Technology & Faculty Support

• Assist in the implementation and support of instructional technologies, including digital assessment tools, adaptive learning platforms, and remote learning applications.
• Conduct faculty workshops and one-on-one training sessions on best practices for LMS use, online course delivery, and digital pedagogy.
• Collaborate with faculty to explore and integrate innovative instructional tools, ensuring alignment with pedagogical goals.
• Provide support for lecture capture, hybrid/remote learning, and classroom technology (e.g., smartboards, projectors, and web conferencing tools).

Technical & User Support

• Maintain records of technical support requests and training sessions, generating reports on system usage and faculty needs.
• Respond to technical inquiries from faculty, students, and staff, diagnosing and resolving LMS-related issues in coordination with IT services.
• Monitor LMS system performance, report outages, and assist in testing system updates and new features.
• Manage user roles, permissions, and course enrollments within the LMS.
• Stay updated on emerging trends in educational technology and recommend improvements to campus digital learning strategies.
• Basic knowledge of Windows and Apple operating systems including Mac, iPad and mobile phone devices.
• Assist users with connecting to the campus wireless network.
• Assist users with installing and troubleshooting Microsoft Office and key software/apps.

Qualifications

Required Qualifications

• Bachelor's Degree in Instructional Technology, Education, Information Technology, or a related field.
• 2+ years of work experience supporting learning management systems (LMS) and academic applications.
• Familiarity with online course development, instructional design principles, and digital pedagogy.
• Strong troubleshooting skills for LMS-related issues, multimedia tools, and web-based learning platforms.
• Ability to deliver faculty and student training sessions on instructional technology.
• Excellent communication, organization, and problem-solving abilities.
• Ability to work collaboratively in a diverse academic environment.

Preferred Qualifications

• Experience working in SUNY or another higher education institution.
• Knowledge of accessibility standards (ADA, WCAG) and Universal Design for Learning (UDL).
• Experience with LMS administration, data analytics, or reporting tools.
• Familiarity with emerging trends in online education, AI in learning, and digital assessment tools.