Educational Technologies Support Specialist (IT Customer Support

Pierce College; Washington; On-site; USD 60,000 - 90,000; Full time

Job summary

EDUCAUSE seeks an Educational Technologies Support Specialist to provide advanced support for Canvas and related educational technologies across the college district. The role includes consultation, troubleshooting, training, service requests, and incident response, with backup for the LMS administrator.

The position collaborates with IT Customer Support Journey and partners with vendors to resolve incidents and implement improvements, reporting to the Director of Information Technology.

Qualifications

• Bachelor’s degree in computer science, information technology, educational technology, or a closely related field from an accredited college or university.
• OR
• If qualifying through an education equivalency, four (4) years of qualifying work experience is considered equivalent to the required education.

Responsibilities

• Experience providing customer-facing technical support, consultation, and training for enterprise or academic technology systems.
• Experience troubleshooting software applications, account and access issues, and system workflows in a structured support environment.
• Experience using ticketing systems, documentation, and knowledge-sharing practices to manage support requests and improve service quality.
• Experience supporting a learning management system, such as Canvas, in a college, university, or K–12 environment.
• Experience delivering end-user training or workshops on technology tools.
• Experience supporting educational technology integrations, testing, and basic systems administration.
• Experience working with vendors and cross-functional partners to resolve incidents and implement service improvements.

Job description

The Educational Technologies Support Specialist (IT Customer Support - Journey) provides advanced customer support for Canvas and other educational technologies used across the college district. The position supports faculty, staff, and students through consultation, troubleshooting, training, service request fulfillment, and incident response. The position also assists with the testing, configuration, deployment, and ongoing support of educational technology systems and provides backup support for the primary LMS administrator.

The position aligns with the IT Customer Support, Journey classification by independently resolving complex customer issues, analyzing business and user needs, recommending and implementing technology solutions, documenting processes, coordinating with vendors and internal partners, and providing fully competent professional support within a defined educational technology environment.

This position reports to the Director of Information Technology. Regular and consistent attendance is required.

Education Required

• Bachelor’s degree in computer science, information technology, educational technology, or a closely related field from an accredited college or university.
• OR

If qualifying through an education equivalency, applicants must meet the following:

• Equivalent combination of education and work experience in computer science, information technology, educational technology. Experience used to meet the education equivalency requirement must be in addition to the minimum experience required for the position. Education to Experience Equivalencies: For this requirement, four (4) years of qualifying work experience is considered equivalent to the required education.

Experience Required

• Experience providing customer-facing technical support, consultation, and training for enterprise or academic technology systems.
• Experience troubleshooting software applications, account and access issues, and system workflows in a structured support environment.
• Experience using ticketing systems, documentation, and knowledge-sharing practices to manage support requests and improve service quality.
• Experience supporting a learning management system, such as Canvas, in a college, university, or K–12 environment.
• Experience delivering end-user training or workshops on technology tools.
• Experience supporting educational technology integrations, testing, and basic systems administration.
• Experience working with vendors and cross-functional partners to resolve incidents and implement service improvements.

Special Requirements

After a conditional offer of employment, the successful candidate must consent to and pass a criminal records background check. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability to perform in this position.

Required Competencies

Customer Service

Delivers responsive, respectful, and solution-oriented support that addresses the needs of faculty, staff, and students.

Communication

Communicates technical information clearly to diverse audiences, documents work accurately, and keeps relevant partners informed of issues, risks, resolutions, and progress.

Problem Solving

Independently analyzes incidents, evaluates options, implements appropriate solutions, and assesses outcomes.

Teamwork

Collaborates effectively with EdTech, IT, faculty, staff, vendors, and other partners to achieve shared service goals.

Flexibility and Multitasking

Works effectively in a high-volume environment with shifting priorities, interruptions, and varied support needs.

Personal Responsibility

Demonstrates reliability, professionalism, sound judgment, and consistent follow-through.

Interpersonal Skills

Builds trust, works constructively with diverse customers, and contributes to a positive service environment.

Client Management

Anticipates customer needs, identifies risks to service delivery, and supports practical, user-centered solutions.