Hybrid Knowledgebase & Event Support Specialist

Capitol Technology University

South Laurel (MD)

Hybrid

USD 45,000 - 50,000

Full time

2 days ago

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Job summary

Capitol Technology University in Laurel, MD seeks a Knowledgebase and Event Support Specialist to develop online resources and provide front-line assistance to students, faculty, and staff. You will create knowledgebase articles, user guides, and instructional videos, manage content across WordPress/Elementor and Confluent, and support Canvas needs for virtual, hybrid, and on-campus events.

The role emphasizes strong technical writing, clear instruction for nontechnical users, and

Qualifications

Associate degree, relevant certificate, or two years of related experience in educational technology, information technology, communications, technical writing, digital media, customer support, or a similar field.
At least one year of experience providing technical support, customer support, Help Desk support, or educational technology support.
Experience writing technical instructions, knowledgebase articles, user guides, or other support documentation.
Ability to explain technical processes clearly to nontechnical users.
Experience creating and editing instructional videos, screen recordings, or software demonstrations.
Experience using Camtasia or similar video-editing software.
Working knowledge of Zoom, including meeting setup, screen sharing, recordings, breakout rooms, and basic troubleshooting.
Experience updating WordPress content using Elementor.
Experience working in Confluent, , or a similar content or knowledge-management platform.
Experience with Canvas, Blackboard, Brightspace, Moodle, or another learning management system.
Strong writing, editing, verbal communication, and organizational skills.
Ability to manage multiple requests, content projects, events, and deadlines.
Ability to work independently and collaborate with departments across the University.
Ability to provide occasional on-campus or evening event support with advance notice.

Responsibilities

Knowledgebase Content and Platform Maintenance – create and publish knowledgebase articles, FAQs, user guides, and job aids.
Publish content accessible to students, faculty, and staff with varied technical backgrounds.
Record and edit instructional videos using Camtasia or similar tools.
Ensure content follows templates, branding, and accessibility guidelines.
Update and maintain Confluent and knowledgebase content for accuracy.
Coordinate with departments to convert information into clear guides.
Review content for readability, links, and accessibility.
Help Desk and User Support – monitor Help Desk and respond to routine Online Learning issues.
Troubleshoot access, navigation, and Canvas-related problems.
Route advanced issues to the appropriate team; keep ticket records.
Identify new knowledgebase needs from recurring questions and resolved tickets.
Prepare basic reports on ticket volume and response times.
Assist users with Canvas setup and user guides.
Virtual and On-Site Event Support – provide technical support for virtual, hybrid, and on-campus events.
Set up Zoom meetings, webinars, and breakout rooms; manage recordings and polls.
Assist presenters and attendees with Zoom and event platforms.
Provide on-site AV support when needed; test equipment and presentations.
Coordinate with IT, Facilities, or vendors for advanced support.
Documentation and Reporting – maintain editorial standards and templates.
Review materials for accuracy, clarity, accessibility, and formatting.
Maintain records of updates, videos, and support activities.
Prepare routine service and content reports.