E-Learning Support Specialist/Help Desk (IOTIS)

State-of-Georgi; Athens (GA); On-site; USD 36,000 - 52,000; Full time

Job summary

Athens Technical College is seeking an E-Learning Support Specialist/Help Desk for the IOTIS program to support web-based instruction and DFCS online courses. The role involves live orientation, policy and exam reviews, and ongoing student assistance.

You will handle inquiries via phone, LiveChat, and email, assist in training material updates, and support data entry and reporting. In-person work at the Athens, GA campus is required.

Qualifications

• Associate’s degree and three years of related work experience; degree may be substituted year-for-year.
• Bachelor’s degree in Education, Communications, or related field is preferred.
• Experience with web-based instruction and DFCS online programs is advantageous.

Responsibilities

• Provide admin and technical support for web-based instruction.
• Conduct live orientation and policy/exam review sessions via Microsoft Teams for DFCS online courses.
• Assist IOTIS E-Learning Coordinator with instruction, monitoring, and interaction with DFCS online students/supervisors.
• Answer help desk questions by phone, LiveChat, and email.
• Support quality control for online training materials and update online policy resources.
• Assist with data entry and reporting for IOTIS systems.
• Perform other duties as assigned.

Skills

Customer service

Interpersonal skills

Microsoft Office

LMS experience

Instructional design tools

Clear communication

Fast learner

Education

Associate degree

Bachelor's degree (preferred)

Tools

Microsoft Office

Learning Management System (LMS)

Job description

Explore a World of Opportunity with the State of Georgia!We are the force that drives Georgia!Georgia State Government is a large enterprise, composed of various agencies and entities with a common goal to improve the lives of Georgia's more than 10 million citizens!Join Team Georgia and impact lives everyday while receiving a robust benefits package designed for every stage of your career!Job Title:E-Learning Support Specialist/Help Desk (IOTIS)Agency:Athens Technical CollegeJob Requisition ID:JR0000004643Shift:Not Applicable (United States of America)Compensation Details:SALARY IS COMMENSURATE WITH EDUCATION AND EXPERIENCE. STATE OF GEORGIA BENEFITS PACKAGE.Job Description:Responsibilities:Perform a variety of administrative and technical support functions that support web-based instruction.Conduct live orientation, policy and exam review sessions via Microsoft Teams for online courses in Food Stamps, Medicaid, TANF, and Business Support.Assist IOTIS E-Learning Coordinator with instructing, monitoring, and interacting with Division of Family and Children Services (DFCS) online students and supervisors.Answer help desk questions by phone, LiveChat, and email.Assist in quality control for online training courses, including updating and improving training materials and ensuring accuracy of online policy materials.Assist with data entry and reporting for any systems used by IOTIS.Perform other duties as assigned.Minimum Qualifications:Associate’s degree *and* Three (3) years of related work experience*Note: Experience may substitute for the degree on a year-for-year basis.*Preferred Qualifications:Bachelor’s degree in Education, Communications, or related field.Ability to master Georgia DFCS training materials and effectively communicate same to DFCS online students.Strong computer/technical skills, proficiency in Microsoft Office.Customer service/communication experience, excellent interpersonal skills, and a clear, friendly telephone voice.A quick learner, highly organized, and have a demonstrated ability to meet established deadlines.Must be able to work in-person at the Athens, GA campus.Georgia DFCS Office of Family Independence experience.Teacher or trainer experience, K-12 or adult education background, classroom management experience.Learning management system experience.Knowledge of instructional design tools with web-based learning.**IOTIS is contract funded by the Georgia Department of Human Services with potential for renewal. **To apply, click \"Apply to This Job\" and submit your cover letter, resume/vita, three (3) professional references, and unofficial transcripts. Incomplete applications will not be considered.NOTE: Official transcripts will be required upon an offer of employment. Official copies of transcripts may be sent directly to: Athens Technical College, Attn: Human Resources, 800 U.S. Highway 29 N, Athens, GA 30601 or send electronically to [e-mail] .**Employment is contingent based upon successful completion of appropriate background checks.Equal opportunity and decisions based on merit are fundamental values of the Technical College System of Georgia (TCSG). The TCSG State Board prohibits discrimination on the basis of an individual’s age, color, disability, genetic information, national origin, race, religion, sex, or veteran status (“protected status”). No individual shall be excluded from participation in, denied the benefits of, or otherwise subjected to unlawful discrimination, harassment, or retaliation under, any TCSG program or activity because of the individual’s protected status; nor shall any individual be given preferential treatment because of the individual’s protected status, except the preferential treatment may be given on the basis of veteran status when appropriate under federal or state law.Athens Technical College is an equal opportunity employer. All employment processes and decisions, including but not limited to hiring, promotion, and tenure shall be free of ideological tests, affirmations, and oaths, including diversity statements. The basis and determining factor for such decisions should be that the individual possesses the requisite knowledge, skills, and abilities associated with the role, and is believed to have the ability to successfully perform the essential functions, responsibilities, and duties associated with the position for which the person is being considered. At the core of any such decision is ensuring the institution’s ability to achieve its mission and strategic priorities in support of student success.The following individuals have been designated to coordinate the college's implementation of nondiscrimination policies: Susan Fyffe, Director of Student Support Services, Section 504 and the Americans with Disabilities Act (ADA) Coordinator, Office K-614A, 706/355- 5081, [e-mail] ; Courtney Mattox, Director of Human Resources; Title VI, Title VII, Title IX Coordinator (Employees), Office K-514, [e-mail] , 706/583-2818; and Susan Fyffe, Vice President of Student Affairs, Title IX (Students) Office H-774, 706/355-5029, [e-mail] , 800 U.S. Highway 29 North, Athens, GA 30601.Minimum Qualifications:Associates degree *and* Three (3) years of related work experience -Note: Experience may substitute for the degree on a year-for-year basis.Equal Employment Opportunity EmployerThe State of Georgia does not discriminate based on race, color, national origin, sex, religion, age, disability, or other protected categories in employment or the provision of services.Qualified applicants may request reasonable accommodation when needed during the application and/or screening process by contacting the appropriate agency Human Resources department.