IT Support Specialist - Helpdesk/LMS

Missouri Southern State University; Joplin, Northern (MO, KY); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Missouri Southern State University is seeking an IT Support Specialist – Helpdesk/LMS to provide advanced troubleshooting for LMS applications and campus computers, install software, and deliver user training. You will create work orders, assist with LMS authentication, research issues with Blackboard Tech Support, and coordinate with vendors and campus staff. This on-site role requires strong communication, multitasking, and a collaborative approach.

Qualifications

• Two plus years of related experience and/or training; or an equivalent combination of education and experience.
• Experience with LMS (Blackboard) is preferred and beneficial.

Responsibilities

• Create work orders to track service requests.
• Install and modify software on campus computers.
• Provide technical assistance to users.
• Troubleshoot LMS applications and authentication issues.
• Coordinate with vendors and campus staff to resolve issues.

Skills

Advanced troubleshooting

LMS support

User training

Technical documentation

Phone and email support

Education

Two plus years of related experience and/or training

Tools

Blackboard LMS

Windows OS

Microsoft Office

Job description

Career Opportunities with Missouri Southern State University

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The IT Support Specialist – Helpdesk/LMS performs advanced troubleshooting for LMS applications, campus computers, and peripherals primarily through telephony and email. This position installs and modifies software applications to campus computer systems as well as provides technical assistance and training to system users.

Specific Duties and Responsibilities

• Creation of work orders for tracking of service requests.
• Installs and modifies software applications to campus computer systems.
• Provides technical assistance to users.
• Provides first responder triage for systems and outages.
• Responds to client inquiries concerning systems operation, diagnoses, and corrects software and user problems.
• Recommends and/or performs minor and/or major remedial actions to correct problems.
• Provides and protects confidential information to verified customers.
• Assists with account management.
• Aids with entry-level network tasks and systems administration such as network account maintenance.
• Provides updates, status, and completion information to higher-level technical support, manager and/or CIO, and/or users, via voice mail, e-mail, or in-person communication.
• Provides training, assistance and makes recommendations to coworkers concerning various tasks and areas of expertise.
• Maintains an orderly work area and is readily accessible to others in the department.
• Maintains an accurate workflow for services provided and requested.
• Provides callers with accurate information and direct phone calls to the proper destination.
• Assists with end user functionality and/or support request for LMS including authentication.
• Research and resolve LMS functionality issues, including enhancement requests with Blackboard Inc. Tech Support.
• Performs LMS application troubleshooting, root cause analysis, and problem resolution.
• Acts as a liaison between vendors and end-users as needed.
• Performs other related duties as required.

Education, Experience, and Licenses

Two plus years of related experience and/or training; or an equivalent combination of education and experience.

Knowledge, Skills, and Abilities

• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of faculty, staff, students, and members of the public.
• Ability to work with mathematical concepts such as probability and statistical inference.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to convey instructions and guide others on processes for performing tasks.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Ability to effectively communicate orally (in person and by telephone) and in writing.
• Ability to multi-task, yet maintain close attention to detail and timeliness of work production.
• Ability to work in a positive team-oriented manner with a variety of people (students, faculty, staff, administrators, vendors, and members of the general public).
• Requires the ability to use small office equipment, including copy machines or multi-line telephone systems.
• Requires the ability to use computers for data entry.
• Requires the ability to use computers for word processing and/or accounting purposes.
• Requires the ability to use or repair small/light equipment, such as power tools.
• Requires the ability to repair or install computer hardware or network systems.
• Requires the ability to repair or install complex software or management information systems.

Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel (including the use of a computer keyboard); and talk or hear (including the use of a telephone). The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 30 pounds. Specific vision abilities required by this

job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; fumes or airborne particles; extreme heat; risk of electrical shock; and vibration. The noise level in the work environment is usually moderate.

NOTICE:

The above job profile does not include all essential and nonessential duties of this job. All employees with disabilities are encouraged to contact Human Resources to review and discuss the essential and nonessential functions of this job. An employee with a disability can evaluate the job in greater detail to determine if she/he can safely perform the essential function of this job with or without reasonable accommodation.